Lobby Host

**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
- Is familiar with other properties within IHG so that guest indicating any next destination on the registration card can be “sold” an onward booking to another hotel within IHG Hotels Group brands
- Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
- 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
- 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 Brand Safety Standards, 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 Neighbourhood host (Duty Manager) or his / her delegate