• Build and maintain positive relationships with all internal customers and guests in order to exceed their needs.

• Conducts shift briefings to ensure hotel activities, events and operational requirements are known on the day’s schedule. Attends Group Pre-conference with Operational and Sales Leads, manage group room allocations, handles group arrivals and departures in the absence of Rooms Controller.

• Check, responds/action all emails in a professional and timely manner in the absence of Rooms Controller. Handles IHG Rewards Club and non-members’ room allocation, ensures rooms are assigned according to preferences in the absence of Rooms Controller

• Schedule and regularly conducts routine inspections of area under his/her control and guest rooms prior to arrival.

• Controls and monitors departmental costs on an ongoing basis to ensure performance against Hotel’s rolling forecast and official budget.

• Communicates closely and regularly with Housekeeping Coordinator on room status; Arrange/prepare site inspection rooms for Sales & Marketing on a daily basis and coordinates with Engineering and Housekeeping on PMM (Preventive Maintenance) daily on the blocking and releasing after completion in the absence of Rooms Controller.

• Elevating Guest Experience – Deliver our Loyalty Experience by acknowledging our IHG Reward Club and InterContinental Ambassadors; tailoring our Club InterContinental guests experience in person, emails, or on the phone. Stay one step ahead of guests’ needs – record and act on preferences, handle messages, requests, questions and concerns proactively. Be a trusted contact for all guests.
  Assist Guests with all requests; from accommodation billing to local knowledge, and basic problem handling to take care of their stay

• Driving Results – Supports Department in delivering to departmental targets of upselling revenue and Loyalty enrolment. Delivers genuine guest experiences with True Hospitality.

• Leading Others – Supervises and directs Guest Experience Ambassadors. Reports to Duty Manager and supports other departments at peak periods. Cooperate and communicates with other hotel departments as required.

• Develops, oversees, mentors and coaches all associates and interns functionally.

• Upholding of safety and security of our Guests and Colleagues at the Workplace in line with Hotel’s Emergency Response procedures and security guidelines.

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