What's the job
Under the general direction of the Front Office Manager and Director of Rooms, and within the limited of established IHG and local hotel policies and procedures, provides supportive functional assistance to all departments interact with guests and members of the community. They will also coordinate with all other departments within the hotel.
This job is the Managerial Role at a full-service hotel or at a regional extended-stay hotel. Report to Front Office Manager.
Typically supervises overall operations under Hotel's Butler Team, in support and partnership with Front Office, Club InterContinental and Uniformed Services Teams.
Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand.
YOUR DAY TO DAY
Financial Returns
- Assists in coordinating the preparation of the departmental annual budget.
- Controls and monitors departmental costs on an ongoing basis to ensure performance against budget
- Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Develop plans to increase occupancy and ADR through walk-ins and up selling at the reception desk.
- Supervise 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 prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, 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 detailed on boarding 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.
- Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation.
- Ensure training needs analysis of Club InterContinental & Butler staff carried out and training programmes are designed and implemented to meet needs.
- Conducts probation and formal performance appraisal in line with company guidelines.
- Maintain up to date staff record and approves leave requests etc.
- Lead 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.
- Management of and development of leadership within Club InterContinental & Butler team, in driving and creation of strategic action plans for team's performance in accordance with Guest Love index, Quality Audits and pre-determined Key Performance Indicators.
- Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
- Assists in planning for future staffing needs and recruiting in line with company guidelines including preparation of detailed onboarding program for new Colleagues.
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.
- Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.
- Take action to address these needs in order to exceed their expectations.
- Create a positive hotel image in every interaction with internal and external customers.
- Adhere to hotel brand standards and ensure the team are delivering up-to-date service standards.
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.
- 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.
- Consistently review the hotel performance and ensure the team are delivering recognition to our loyal guests within the IHG Rewards Club and InterContinental Ambassador membership.
- Monitor the Club InterContinental & Butler team performance and ensure guests receive prompt, cordial attention
- All issue faced by guests should be promptly resolved, ensuring guest leaves the hotel satisfied.
- Key point of contact for Guests across guest journey (pre arrival, during stay and post departure).
- Works closely with all Head of Departments in ensuring a most 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 most 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.
- 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.
- Schedule and regularly conducts routine inspections of area under his/her control.
- Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
- Know system recovery procedures
- Interpret computer reports
- Compile statistics for front office and provide reports relating to that area
- Continually check the accuracy of room count
- Approve upgrades and special amenities
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
- Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information.
- Communicate to the General Manager of his/her 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.
- Maintain all procedures and adheres to them within the IHG guidelines in particular with emphasis on hotel credit policy.
- In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc
- Prepares efficient work schedule 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
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations develop and maintain relationships with local fire, police, and emergency personnel.
- Perform other duties as assigned or when required to support operations
- May also serve as Manager on Duty.
