Front Office Manager

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.

Join us as a Front Office Manager in Hotel Indigo Singapore Katong You'll have ambition, talent and obviously some key skills because, for this vital role, we're looking for someone who can:

Manage all aspects of the front office, for example front desk, bell services, business centre, telephone services, concierge services, and guest services to deliver a guest experience that is unique and brings the brand to life.

People

• Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
• Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition
• Maintain inter-departmental relationships to ensure seamless customer service
• Schedule and regularly conducts routine inspections of areas under his/her control
• Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
• Communicate to the General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information
• Compile statistics for front office and provide reports relating to that area
• Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
• Works with Human Resources on manpower planning and management needs

Guest Experience

• At all times well groomed, have a pleasant disposition, greet guests with the most hospitable attitude upon arrival at the hotel, and willing to offer assistance at all times
• Maintain the entrance and main door area clean and tidy, free of obstacles and ensue that traffic through the driveway is controlled
• Adhere to guest contact standards at all times
• Provide current knowledge of the services and facilities offered by the Hotel, in order to provide reliable information to guests
• Assist guests in and out of taxis and other vehicles and remove baggage from vehicles enabling the Bellboy to escort guests, with baggage, to the Front Desk for check-in
• Obtain taxis for guests as required and do your best to ensure the guests are not overcharged by taxis by either negotiating with the taxi driver himself, or by cautioning the guest to be on alert
• Knowledgeable in assisting guests in requests for transport and other information
• Knowledgeable of the events of the day and of daily Hotel activities
• Knowledgeable of VIP guests and whenever possible addresses such guests by name
• Be accountable for the Hotel's metrics and drive appropriate initiatives to meet these targets.

Financial Returns

• Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
• Works with Director of Finance & Business Support in the preparation and management of the Department's budget.

Responsible Business

• Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
• Know system recovery procedures
• Interpret computer reports
• Continually check the accuracy of room count
• Approve upgrades and special amenities
• Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
• Maintain all procedures and adheres to them within the IHG guidelines; in particular with emphasis on hotel credit policy.
• In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• 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

Requirements for this role

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 parties that reflects highly on the hotel, the brand and the Company.

Has good writing skills, problem solving and organizational abilities. 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

• Birthday Off
• Medical Benefits
• Flexi 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 6688 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'll make sure you'll have room to be yourself. Find out more about joining us today by going to or click apply.