Rooms Controller - InterContinental Singapore Robertson Quay

Hotel Brand: InterContinental
Location: Singapore, Singapore

Hotel: Singapore Robertson Quay (SINIC), 1 Nanson Road, 238909

Job number: 109915



About us

As the world’s largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests a personal and enriching experience. If you’d like to embrace a wider world of experiences and opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

 

Your day to day

Influence bookings behavior into the hotels through creating & deployment of solid distribution marketing and social media practices in support of hotels & IHG initiatives to increase system distribution including but not limited to channel shifting, TPI enforcement, increased e-visibility & positioning etc. Additionally, maintain a comprehensive understanding & knowledge of market & competitor activities & behavior.

 

Financial Returns

• Compile statistics for front office and provide reports relating to that area
• Continually check the accuracy of room count
• To have a full working knowledge of the IHG One Rewards and Ambassador programs and its benefits taking every opportunity to enroll new members
• Maintain comprehensive knowledge of standard reservation procedures
• Communicate to Front Office Manager and Duty Manager all information likely to be of interest to hotel Management such as the expected arrival and departure of VIPs and all other pertinent information
• Maintain all procedures and adheres to them within the IHG guidelines; with emphasis especially on hotel credit policy
• Be aware of the hotel availability and of every opportunity to maximize room revenue
• Recycles whenever and where-ever possible and enforces cost saving measures
• Gain understanding of the departmental goals and financial targets and support management team in achieving these targets
• To be fully involved in IHG One Rewards and InterContinental Ambassador program enrolments and achieving Upsell revenue

 

People

• Comply with Standard Operating Procedures and guidelines provided by InterContinental Brand Standard Guidelines
• Comply with company grooming standards and lead by example
• Communicate any difficulties, guest comments and other relevant information to his/her superior
• Communicate with Housekeeping team to ensure all housekeeping related requests are being followed up
• Attend and participate in daily briefings, training sessions and other meetings as scheduled
• Ability to work as part of a diverse team with colleagues from different viewpoints, culture and countries
• Actively develop positive and effective communication between Front Desk team and all other operational departments
• Provide input for probation and formal performance appraisal discussions in line with company guidelines
• Ensure new staff attend Corporate Orientation within first month of hire
• Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

 

Guest Experience

• Demonstrate service attributes in accordance with industry expectations and company standards including;
• Being attentive to guests
• Accurately and promptly fulfilling guests’ requests
• Build and maintain positive relationships with all internal customers and guests in order to anticipate guests’ needs and acknowledge guest preferences
• Act to address these needs in order to exceed their expectations
• Ensure welcome points are credited accordingly for IHG One Rewards and Ambassador Members
• Ensure all guests receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard Operating Procedures of the hotel
• Create a positive hotel image in every interaction with internal and external customers
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Assist guests and escort them to locations within the hotel at their request
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs
• Maintain current Hotel Information to be able to provide information to guests
• Ensure all Front Office Traces are followed up with in a timely manner
• Ensure all reservation comments and the respective details are updated in a timely manner
• Ensure all guest emails are replied to in a professional and timely manner
• Ensure all rooms and suites assigned according to guest preference
• Assist to look thru IHG arrival reporting for VIP and Member’s arrival for preferences and any special request
• Assist to cover breaks for Front Office team
• Assist to attend the Group Resume meeting and handle all group arrivals
• Assist to check Credit Limit and send message to guest rooms respectively
• To work closely with Instant Service team for any Guest Relation request and arrangement

 

Responsible Business

• Maintain security of information relating to guests and colleagues in the hotel
• Perform correct handling and updating of IHG One Rewards membership in Loyalty Connect and Opera
• Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety as well as emergency and evacuation procedures.
• Confidently take decisions ‘through the lens of our Brands’ so that our brand is the most important factor
• Communicate closely and regularly with Housekeeping Room Controllers in terms of room assignments and readiness according to GTC arrival report.
• Coordinate by keeping Front Office Executives, Supervisors and Duty Managers informed of any extraordinary or emergency situations.
• Demonstrate commitment, optimism and determination to deliver our Brand Standards and guest experience with consistency
• Redirect guests’ requests to the appropriate supervisors or managers.
• Maintain inter-departmental relationships to ensure seamless customer service
• Assume overall responsibility for maintaining standards to ensure furnishings, facilities and equipment are clean, in good repair and well maintained.
• Record all follow-up actions required in log book
• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Interpret computer reports

 

Accountability

Reporting to the Duty Manager, your primary role is to supervise and control the flow of the rooms to guests, while maintaining excellence and exceptional service to guests. You will typically be supervising all Guest Service Officers under your care. Accountability is directed by property requirements.

 

What we need from you

Diploma or Degree or equivalent in Hotel Management/Business Administration, He/ She must be able to speak fluent English. Other languages preferred.

 

What we offer

In return for your hard work, you can look forward to a highly competitive salary and benefits package – including:

• 5-days work week
• Duty Meal
• Uniforms/ Laundry Services
• Midnight Transportation
• Birthday Off
• Learning and Development Opportunities
• Flexi Benefit
• Insurance Coverage
• 50% F&B discount at Hotel’s selected Restaurant
• Special Employee rate at all IHG Hotels worldwide

 

What’s more, because your career will be as unique as you are, we’ll give you all the tailored support you need to make a great start, be involved and grow. And because the InterContinental Hotels & Resorts brand belongs to the IHG® family of brands, you’ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.

 

So whoever you are, whatever you love doing, bring your passion to the InterContinental Hotels & Resorts brand and IHG and we’ll make sure you’ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com

 

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.