Front Desk Supervisor

JOB OVERVIEW:

Provide timely and professional check-in/check-out services in accordance with established scripting and standards.

.DUTIES & RESPONSIBILITIES:

• Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc. 

• Monitor performance and recommend corrective or disciplinary action.  Alert management of potentially serious issues.

• Up-sell rooms where possible to maximize hotel revenue.

• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.

• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions.  May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys. 

• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.

• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

• Respond appropriately to guest complaints.  Make appropriate service recovery gestures in accordance with established guidelines.

• Promote teamwork and quality service through daily communication and coordination with other departments. 

• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

Qualifications and Requirements:

High School diploma or equivalent, plus one year front office/guest relations experience including some supervisory training/experience.  Some  college preferred.  Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas

• Carrying or lifting items weighing up to 50 pounds

• Handling objects, products and computer equipment

• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with guests and employees.

• Reading and writing abilities are utilized often. 

• Basic math skills are used frequently. 

• Problem solving, reasoning, motivating and training abilities are often used.

• May be required to work nights, weekends, and/or holidays.

The hourly pay rate range for this role is $20.00-$23.00.  We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?