Senior Lobby Host - #1169479

Hotel Indigo colleagues are the people at the center of every new story. They make all guests feel welcome in the neighbourhood and at home in the hotel. At Hotel Indigo we deliver inspired service. Our guest are explorers. A discerning set of individuals who bring their curiosity, uniqueness, and informality to everything they do in life. They are people who approach travel as an opportunity to expand their mind, learn new things, and create memories they can share that last a lifetime.

Hotel Indigo colleagues are warm, personal, and unscripted. They embrace the individuality and diversity of everyone. They enjoy iconic, worldly locations and are drawn to discovering what makes each of them unique. They are inspiring storytellers who inject positivity into their environment. They combine informality and fun with professionalism and sophistication.

People

• Inspire New Stories - We Celebrate each individual’s personality, preferences, and perspectives – Including our team members and our guests. This help us create a culture of conversation, connection, and story sharing. Ensuring every service interaction helps uncover the hidden histories and exciting details of the neighbourhood.
• Celebrate Individuality - We embrace the uniqueness and diversity of all. We work together as a team of individuals, looking after our guests as individuals. We’re always ourselves, delivering a service that’s personal, warm, and unscripted. We encourage guests to share their passions and preferences – so we can shape their stay
• Discover Our Neighbourhood - We know the way to the true soul of our neighborhood. We use our local knowledge and relationships to ignite our guests’ curiosity. We inspire them to discover new perspectives. Creating memories that will last forever
• Interacts with guests and individuals outside the hotel including, but not limited to, current and potential clients, owning company representatives, suppliers, competitors and other members of the local community

Financial returns

• Maintains cashier float and ensures accurate daily report of all money received
• Performs the audit balances and prepares all works for audit in an orderly fashion
• Upsell established upsell packages to guests to improve the Hotel’s RevPAR and Total Revenue

Guest experience

• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
• Ensure that the Hotel Indigo Brands Standards are practiced and delivered consistently, include Brand Experience Evaluation, True Hospitality Service
• Ensure the Neighbourhood story and Guest journey is delivered to guests
• Registers and rooms all arrivals according to established procedures
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Responsible and attends to guests’ requests of using the service of safety box at all times
• Knowledgeable of all special promotion procedures, for programs such as; Seasonal Packages, and also IHG One Rewards loyalty program
• Attends to guest’s complaints, inquiries and requests, refers problems to supervisor/ Neighbourhood Host if he/she is unable to assist
• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems
• When on night shift, checks night report, prepare the morning report and prepare all necessary forms for the guest arrival

Responsible business

• Maintains intimate knowledge of departmental standards and procedures
• Keeps abreast of all modifications to accounting policies and procedures
• Maintains exemplary department standards of behaviour and appearance and attitude as expected in a IHG Brand
• Takes personal interest and pride to ensure front desk work area is kept clean and in an orderly state at all times
• Endeavours to maintain the high standards of the hotel with particular regard to the importance of IHG One Rewards member and other VIP’s and with reference to hotel and to be a health or safety hazard
• Log security incidents and accidents in accordance with hotel requirements

Accountability

Under the general direction of the Neighbourhood host (Duty Manager) or his / her delegate and within the limits of established IHG brands and local policies and procedures, responsible for all activities relevant to the Front Desk such as the reception, check in / out, rooming of all Hotel guests, and assisting them with inquiries. You will also help to create a desired work culture around our Winning Ways of the IHG and embrace the IHG Commitment.

Qualifications and Requirements

High School or Vocational Certificate in Hotel Administration, Hotel Management or equivalent, with 1-2 year’s experience in guest / customer service, or an equivalent combination of education and experience.

Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Able to read and write English. Proficient in the use of Microsoft Office and Front Office System.

In return for your hard work, you can look forward to a highly competitive salary and benefits package, including

• Meal Allowance
• Birthday Off
• Medical Benefits
• Dental Benefits
• Insurance Coverage
• 25-50% F&B Discount at restaurants within IHG Singapore Hotels
• Special Employee Rate at all IHG Hotels worldwide
• Room to Grow Opportunities

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 Hotel Indigo 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 7000 hotels in over 100 countries around the world.