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Front Office Supervisor

3 months ago

Houston, United States InterContinental Full time

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

At** InterContinental Hotels & Resorts®** we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

- **Be charming** by being approachable, having confidence and showing respect.
- **Stay in the moment** by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
- **Make it memorable** by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

**DUTIES AND RESPONSIBILITIES**:
**Financial Returns**
- 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.

**People**
- Promote teamwork and quality service through daily communication and coordination with other departments.

**Guest Experience**
- Respond appropriate to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
- 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.

**Responsible Business**
- 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 actions. Alert management of potentially serious issues.
- Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

**QUALIFICATION 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.

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?

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.