Job Description

At Hotel Indigo\xc2\xae & Holiday Inn Express\xc2\xae our team members are full of neighbourhood knowledge; they know where to find the hidden gems worth exploring. That\xe2\x80\x99s the Hotel Indigo & Holiday Inn Express way. That\xe2\x80\x99s where you come in. When you\xe2\x80\x99re part of the Hotel Indigo & Holiday inn Express brand you\xe2\x80\x99re more than just a job title. At Hotel Indigo & Holiday Inn Express we look for people who are energetic, approachable and cultured with a sense of fun; always curious to discover more and share thoughtful suggestions with our guests. Join us as a Duty Manager in Hotel Indigo Singapore Katong & Holiday Inn Express Singapore Katong! You\xe2\x80\x99ll have ambition, talent and obviously some key skills because, for this vital role, we\xe2\x80\x99re looking for someone who can

• Reports directly to and communicates with the Rooms Division 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.
• Works with Superior and Human Resources on manpower planning and management needs
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
• Responds to guest needs and resolves related problems.
• Supports and assists Front Office personnel and all departments at peak periods.
• Ensures VIPs and priority club guests receive special attention.
• Inspects front of house and back of house regularly for cleanliness.
• Assists Guest Relations in greeting, rooming, and sending off VIP guests.
• Manage day-to-day staffing requirements, plan and assign work, establish performance and development goals for team members
• Provide mentoring, coaching and regular feedback to help manage conflict and improve employee engagement.
• Ensure \xe2\x80\x98one team approach\xe2\x80\x99 and quality service through daily communication and coordination.
• Respond to guest complaints and ensure corrective action to resolve their issues / concerns.
• Carry out the special needs and requests of guests and repeat visitors.
• Advise employees of deficiencies and instruct on corrective action. Provide retraining as needed.
• Demonstrate BrandHearted behaviors by maintaining compliance with all required brand standards, behaviors, hallmarks and license agreement mandates.
• Drive improvement in guest satisfaction goals. Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback and build relationships.
• Responsible for IHG Rewards Club enrolment and recognition.
• Assist guest services agents in all Reception tasks.
• Accountable for the maintenance of Standard Operating Procedures (SOPs) in accordance with the Service Level Standards.
• Assist the IT shared services support in the PMS Maintenance, Configuration and Interface Management.
• 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

Requirements for this role

• Minimum Diploma or equivalent
• At least 3 years\xe2\x80\x99 experience in front desk in a hotel industry.
• Supervisory experience essential
• Must be proficient in written and spoken English.
• Passionate about customer service
• Ability to thrive in a dynamic environment

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 restaurants within IHG Singapore Hotels
• Special Employee Rate at all IHG Hotels worldwide
• Room to Grow Opportunities

What\xe2\x80\x99s more, because your career will be as unique as you are, we\xe2\x80\x99ll 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\xc2\xae family of brands, you\xe2\x80\x99ll also benefit from all of the opportunities that come from being part of a successful, global hospitality company with over 6000 hotels in over 100 countries around the world. So whoever you are, whatever you love doing, bring your passion to Hotel Indigo and IHG and we\xe2\x80\x99ll make sure you\xe2\x80\x99ll have room to be yourself. Find out more about joining us today by going to careers.ihg.com or click apply.