Financial Returns:
* To assist the Guest Services Leader (GSL) in the hotel's revenue growth by leveraging on the company's systems, procedures and business processes.
* Handling Guest check out and billing in an efficient, friendly and hassle free manner.
People:
* Promote the Holiday Inn Express ‘one team approach’ and reliable service through daily communication and coordination with all team members.
* Participate in programs that drive improvements in team member engagement and are aligned with the ‘Holiday Inn Stay Real Be You’ brand service behaviors.
* Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GSL.
* Contribute by participation in compliance with federal, state and local laws and safety regulations.
Guest Experience:
* Welcoming guest to the buffet during breakfast time.
* Clear plates and set up the table during breakfast time.
* Interact with guest and assist guest to solve their issues if any.
* Ensure cutleries and plates are sufficient during breakfast.
* Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
* Check Guests In – Efficiently Greet, register and confirm guest particulars and payment details upon check in. Issue keys.
* Check Guests Out - Print and confirm details of payment and bill for guests upon check out
* Answer any guests' enquires practically and simply in adherence to brand standards.
* Handle guests' complaints appropriately adhering to brand standards or direct them to GSL’s.
* Handle cashiering, payment and foreign currency exchange accurately.
* Reliably handle all special needs and requests of guests and repeat visitors.
* Demonstrate Brand Hearted behaviours by maintaining compliance with all brand standards, behaviors, hallmarks and license agreement mandates.
* Retrieve and print Arrival/Departure Report, Backup Report and Trace Report from Opera PMS for daily room allocation.
* Accurately Enter/Update Reservations.
* Handle Telephone Enquires efficiently and effectively.
* Perform in a self-sufficient way in line with business requirements.
* Great Room - Process Guest Food and Beverage Order, Clear Tables (The Great Room).
* Refresh Food and Beverage in The Great Room.
* Meeting Room - Set up Meeting Room, Make Tea and Coffee, Clean Meeting Room.
* Clean and Organize Guest Areas and Pick up debris throughout Public Areas.
* Updating constantly on local knowledge to improve the guest experience.
* Responsible for IHG One Rewards Enrolment & Recognition.
* Finance/Admin (Petty Cash Processing, Purchasing, Billing).
Responsible Business:
* Demonstrate Awareness of Occupational Health and Safety Responsibilities (OH&S) policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
* Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
* Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
* Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
* Support the hotel’s corporate responsibility initiatives in the areas of community involvement, environment management, workplace health & safety and food safety, drive action plans as required to achieve hotel corporate responsibility objectives.
* Perform Energy Conservation Checklists.
Accountability:
Front Office Intern will efficiently and effectively create a friendly and efficient guest experience throughout the hotel consistently. They will support the ‘one team’ approach to deliver the Holiday Inn Express brand standards.