* Assists in coordinating the preparation of the departmental annual budget.
* Controls and monitors departmental costs on an ongoing basis to ensure performance against budget.
* Participates in the preparation of the annual departmental operating budget and financial plans. Monitors budget and controls labor costs and expenses with a focus on rate strategy, building initiatives, and inventory management.
* Develops plans to increase occupancy and ADR through walk-ins and upselling at the reception desk.
* Supervises Club InterContinental & Butler team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
* In conjunction with the Emergency Response Team, prepares emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outage, Bomb Threat, Cyclone Warnings, etc.
* May also serve as Manager on Duty and supervises the Uniformed Services Team in the absence of Chef Concierge.
People
* Assists in planning for future staffing needs and recruiting in line with company guidelines.
* Prepares and administers a detailed onboarding program for new staff.
* Assists in maintaining a comprehensive, current, and guest-focused set of departmental standards and procedures and oversees their implementation.
* Provides input for probation and formal performance appraisal discussions in line with company guidelines.
* Coaches, counsels, and disciplines staff, providing constructive feedback to enhance performance.
* Regularly communicates with staff and maintains good relations.
* Ensures training needs analysis of Club InterContinental & Butler staff are carried out and training programs are designed and implemented to meet needs.
* Conducts probation and formal performance appraisals in line with company guidelines.
* Maintains up-to-date staff records and approves leave requests, etc.
* Leads and develops Club InterContinental & Butler team in executing upon key butler responsibilities across all facets of the guest experience; performed with an intuitive and anticipative service sequence with flair.
* Manages and develops leadership within Club InterContinental & Butler team, driving and creating strategic action plans for the team’s performance in accordance with Guest Love index, Quality Audits, and pre-determined Key Performance Indicators.
* Builds and maintains positive relationships with all internal customers and guests in order to exceed their needs.
Guest Experience
* Builds, delivers, and maintains a high level of Club InterContinental & Butler experience across the guest journey.
* Knows and understands all Club InterContinental guests to deliver intuitive and At Your Side service.
* Creates a positive hotel image in every interaction with internal and external customers.
* Adheres to hotel brand standards and ensures the team is delivering up-to-date service standards.
* Maintains a high level of product and service knowledge in order to explain and sell services and facilities to guests.
* Maintains knowledge of special programs and events in the hotel in order to recognize and respond to guests' needs.
* Consistently reviews hotel performance and ensures the team is delivering recognition to our loyal guests within the IHG Rewards Club and InterContinental Ambassador membership.
* Monitors the Club InterContinental & Butler team performance and ensures guests receive prompt, cordial attention.
* Ensures all issues faced by guests are promptly resolved, ensuring guests leave the hotel satisfied.
* Acts as a key point of contact for guests across the guest journey (pre-arrival, during stay, and post-departure).
* Works closely with all Heads of Departments in ensuring a seamless delivery of all guest experiences across the hotel.
* Prides upon the curation of bespoke experiences to the requests of our guests and delivery of experiences with renowned partners in the delivery of memorable experiences for esteemed guests of InterContinental Singapore.
* Ensures complete resolution of guest feedback and thoroughness in recording of feedback and preferences of all guests.
Responsible Business
* Reports directly to and communicates with the Rooms Division Manager on all pertinent matters affecting guest service and hotel operations.
* Maintains inter-departmental relationships to ensure seamless customer service.
* Assumes overall responsibility for maintaining standards to ensure furnishings, facilities, and equipment are clean, in good repair, and well maintained.
* Schedules and regularly conducts routine inspections of areas under his/her control.
* Maintains knowledge of credit policies and procedures and liaises closely with Finance Department to ensure that credit procedures are properly carried out.
* Knows system recovery procedures.
* Compiles statistics for front office and provides reports relating to that area.
* Continually checks the accuracy of room count.
* Approves upgrades and special amenities.
* Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental employees.
* Conducts comprehensive monthly departmental meetings to include a review of procedures and events which warrant special handling and detailed information.
* Communicates to the General Manager about guests and updates all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information.
* Maintains all procedures and adheres to them within the IHG guidelines, particularly with emphasis on hotel credit policy.
* Prepares efficient work schedules for Club InterContinental Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures.
* Checks billing instructions and guest credit for compliance with hotel credit policy and ensures all transactions are handled in a secure manner.
* Trains team members on PBX procedures and serves as a central communications point during emergency/crisis situations; develops and maintains relationships with local fire, police, and emergency personnel.
* Performs other duties as assigned or when required to support operations.
* May also serve as Manager on Duty.
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.
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