Neighbourhood Host

Neighbourhood Host, also known as Duty Manager, is responsible for overseeing daily operations, ensuring employee productivity, monitoring efficiency of all processes, and creating a positive work environment for employees. You will also meet regularly with upper management to stay up-to-date with organizational changes, issues, and improvements.

Hotel Indigo colleagues are the people at the centre 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 guests are explorers, a discerning set of individuals who bring their curiosity, uniqueness, and informality to everything they do in life. They approach travel as an opportunity to expand their mind, learn new things, and create memories that last a lifetime.

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

Join us as a Neighbourhood Host in Hotel Indigo Singapore Katong. You’ll have ambition, talent and obviously, some key skills. We’re looking for someone who can:

People:

• Inspire New Stories - We celebrate each individual’s personality, preferences, and perspectives – including our team members and our guests, creating a culture of conversation, connection, and story sharing.
• Celebrate Individuality - We embrace the uniqueness and diversity of all, delivering a service that’s personal, warm, and unscripted.
• Discover Our Neighbourhood - We know the way to the true soul of our neighborhood, using local knowledge to inspire guests to discover new perspectives.
• Interact with guests and individuals outside the hotel including current and potential clients, owning company representatives, suppliers, competitors, and other members of the local community.
• Report directly to and communicate with the Senior Neighbourhood Host or the Front Office Manager on matters affecting guest service and hotel operations.
• Provide functional assistance and direction to all departments.
• Supervise and direct Reception and Reservations personnel.
• Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provide input for Front Office meetings.
• Work with Superior and Human Resources on manpower planning and management needs.
• Maintain high colleague engagement through scheduled check-in conversations with the team. Encourage feedback and solution suggestions.

Financial Returns:

• Promote inter-hotel sales and in-house facilities.
• Check billing instructions and monitor guest credit.
• Analyse and approve discounts and rebates.
• Ensure compliance with FIT marketing techniques.
• Analyse the rate variance report to ensure rooms revenue control.
• Work with Rooms Division Manager and Finance Manager in budget preparation and management.

Guest Experience:

• Ensure consistent practice of Hotel Indigo Brand Standards, including Brand Experience Evaluation and True Hospitality Service.
• React to situations to ensure guests receive prompt attention and personal recognition.
• Respond to guest needs and resolve problems timely.
• Support and assist Front Office personnel and all departments at peak periods.
• Ensure VIPs and IHG One Rewards members receive loyalty recognition.
• Inspect front of house and back of house regularly for cleanliness.
• Assist Guest Relations in greeting, rooming, and sending off VIP guests.
• Identify opportunities to uplift guest experience through IHG Guest Arrival Reports.

Responsible Business:

• Take personal interest and pride in keeping the front desk work area clean and orderly.
• Take action with the Property Management Systems (PMS) in emergencies.
• Be fully conversant with hotel emergency procedures.
• Adhere to occupational health and safety legislation, policies, and procedures.
• Be familiar with property safety, first aid, and fire and emergency procedures.
• Initiate action to correct hazardous situations and notify supervisors of potential dangers.
• Log security incidents and accidents according to hotel requirements.

Accountability:

Under the direction of the Front Office Manager or Senior Neighborhood Host, responsible for all activities relevant to the Front Desk, including reception, check in/out, and rooming of all guests, assisting them with inquiries. Help create a desired work culture around our Winning Ways of the IHG Hotels Group and embrace the IHG Commitment to IHG Journey to Tomorrow.

Qualifications and Requirements:

Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent, with 4 years’ experience in front office/guest services or related discipline including supervisory experience, or an equivalent combination of education and experience.

Strong communication skills, interaction with customers, employees, and third parties that reflects highly on the hotel, the brand, and the Company. Proficient in 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:

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

What’s more, your career will be as unique as you are, with tailored support to make a great start, be involved, and grow. Benefit from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world.