Guest Services Manager
InterContinental Hotels Group
Singapore City, Singapore, Singapore
2 months ago


At Holiday Inn Express® our purposeis to provide simple, smart travel. That’s where you come in. When you’re partof the Holiday Inn Express brand you’re more than just a job title.

At Holiday Inn Express we look for people who are welcoming and smart;people who can focus on the things that really matter to our guests and getthem right every time.

Join us as a Guest Services Manager in HolidayInn Express Katong ! You’ll have ambition, talent and obviously, some keyskills.

Because, for this vital role, we’re looking for someone who can

  • Lead and ensure effective running of the FrontOffice operations, including managing the operational team whilst overseeingthird party vendors.
  • Assist in preparation of the annualdepartmental operating budget
  • Monitor budgeted expenses with a focus onincreasing productivity.
  • Responsible for Front Office inventory,managing cost and usage.
  • Drive Front Office and Great Room Bar revenuegeneration actions and maximum return on investment.
  • Assist in the hotel's revenue growth byleveraging on the company's systems & procedures.
  • Assist with third party vendor induction andsupport in managing the performance of third party vendors
  • Provide mentoring, coaching and regularfeedback to help manage conflicts and improve Guest Services Team performanceand engagement.
  • Ensure all team members are accurately trainedand have the job related tools and equipment required.
  • Promote teamwork and quality service throughdaily communication and coordination and drive employee engagement.
  • Develop programs that drive improvements inemployee engagement and are aligned with the Make Every Interaction Count brandservice behaviors.
  • Develop, implement and monitor team membersuccession planning to ensure future bench strength for Holiday Inn Expressbrand.
  • Establish performance and development goals forteam members and provide mentoring, coaching and regular feedback to enhanceperformance.
  • Responsible for Guest Services Team trainingand rostering
  • Oversee any disciplinary or staffing relatedactions in accordance with company rules and policies.
  • Custodian of the guest satisfaction goalsincluding Guest Love, Loyalty Recognition and Problem Resolution. Collaboratewith team members to establish and implement services and programs toconstantly improve guest experience.
  • Advise team members of development needs andinstruct on action plans. Provide retraining as needed.
  • Make time to interact with guests, solicitfeedback and build relationships.
  • Lead a team to respond to guest complaints,special requests and ensure corrective action is taken to achieve completeguest satisfaction.
  • Understand and respond to customer’s needs andensure a high level of guest satisfaction.
  • Demonstrate BrandHearted behaviors bymaintaining compliance with all brand standards, behaviors, hallmarks andlicense agreement mandates.
  • Support Guest Services team in all relatedtasks. Support GSL shift when required.
  • Accountable for the maintenance of StandardOperating Procedures (SOPs) in accordance with the Service level Standards.
  • Maintain Great Room environment and ensureF&B tasks are also being focused on by Guest Services.
  • Perform other duties as assigned by the Express Manager and Express Assistant Manager.
  • In return for your hard work, you can look forwardto a highly competitive salary andbenefits package , including : -

    üDuty Meals

    üBirthday Leave on your Birthday month

    üMedical & Dental Benefits

    üInsurance Coverage

    ü25-50 % F&B Discount at restaurants withinIHG Singapore Hotels

    üSpecial Employee Rate at all IHG Hotelsworldwide

    üRoom to Grow Opportunities

    What’s more, because your careerwill be as unique as you are, we’ll give you all the tailored support you needto make a great start, be involved and grow.

    And because the Holiday Inn Expressbrand belongs to the IHG® family of brands, you’ll also benefit fromall of the opportunities that come from being part of a successful, globalhospitality company with over 4800 hotels in over 100 countries around theworld.

    So whoever you are, whatever youlove doing, bring your passion to Holiday Inn Express and IHG and we’ll makesure you’ll have room to be yourself.

    Find out more about joining us today bygoing to

    Facebook : Qualifications

    Requirements include :

  • Diplomaor degree in Hospitality Management or Tourism Management.
  • Atleast 4 years’ experience in front desk in a hotel industry.
  • Managementexperience essential.
  • Mustbe proficient in written and spoken English.
  • Passionateabout customer service in a Hotel industry
  • Abilityto thrive in a dynamic environment
  • Havea vibrant personality
  • Apply
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