Job Information
IHG Rooms Controller - InterContinental Singapore Robertson Quay in Singapore
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.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
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