Front Office - Neighbourhood Host (Duty Manager)

Neighbourhood Host also known as Duty Manager is responsible 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 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 neighbourhood. 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 • Reports directly to and communicates with the Senior Neighbourhood Host or the Front Office Manager/ Assistant Front Office Manager on all pertinent matters affecting guest service and hotel operations. • Provides functional assistance and direction to all departments. • Cooperates, coordinates and communicates with other hotel departments as required. • Supervises and directs Reception and Reservations personnel. • Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. • Provides input for Front Office meetings. • Works with Superior and Human Resources on manpower planning and management needs. • Maintain highest colleague engagement through consistently schedule official and non-official check-in conversation with team. Encourage feedback and solutions suggestions. • Manage and respond to guest requests via StayPlease platform, ensuring timely resolution and coordination with relevant departments. Financial returns: • Promotes inter-hotel sales and in-house facilities. • Checks billing instructions and monitors guest credit. • Analyses and approves discounts and rebates. • Ensures front line staff complies with FIT marketing techniques and maximize sales. • Analyses the rate variance report to ensure rooms revenue control. • Works with Front Office Manager/ Assistant Front Office Manager and Finance Manager in the preparation and management of the Department’s budget. Guest experience: • Ensure that the Hotel Indigo Brands Standards are practiced and delivered consistently, include Brand Experience Evaluation, True Hospitality Service • Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel. • Responds to guest needs and resolves problems in a timely manner. • Supports and assists Front Office personnel and all departments at peak periods. • Ensures VIPs and IHG One Rewards members receive loyalty recognition. • Inspects front of house and back of house regularly for cleanliness. • Assists Guest Relations in greeting, rooming, and sending off VIP guests. • Identify opportunities to uplift guest experience through IHG Guest Arrival Reports. Responsible business: • Takes personal interest and pride to ensure front desk work area is kept clean and in an orderly state at all times • Takes action with the Property Management Systems (PMS) in emergency situation. • Fully conversant with all hotel emergency procedures. • 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. • Log security incidents and accidents in accordance with hotel requirements. Accountability Under the general direction of the Front Office Manager or Senior Neighborhood host and within the limits of established IHG Hotels Group 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. 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. Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third…