Guest Relations Supervisor

About Us

IHG Hotels & Resorts is one of the largest hotel companies in the world and one of the worlds leading hotel and resort companies with a family of 19 brands. Our purpose True Hospitality for Good comes to life in every one of our collections. With luxury and lifestyle, we are taking it to new heights.

Five visionary brands - InterContinental, Regent Hotels, Six Senses, Vignette Collection and Kimpton Hotels - make up our luxury collection. Individually, they are icons. Together, they bring unforgettable and unparalleled experiences to travelers in over 430 hotels and resorts in 100 countries around the world.

Having recently added a host of incredible properties to our portfolio, we now stand as one of the worlds leading luxury operators. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests unforgettable and unparalleled experiences.

About the hotel

A luxurious hotel destination at The Wharf on D.C.s Waterfront, the InterContinental Washington D.C. The Wharf in the reimagined Wharf neighborhood brings sophistication to its contemporary style. Perfectly placed on the beautiful Potomac River, InterContinental Washington D.C. The Wharf enjoys the most incredible waterfront views of D.C. Steps away from Americas political epicenter, the hotel embraces guests with an exquisitely curated resort destination that reignites the rivers edge and a captivating sanctuary in the center of The Wharf neighborhood, paying homage to the maritime and industrial-working heritage of its setting. Featuring a relaxing seasonal rooftop pool with striking Potomac River views and the indulging full-service spa, The Spa at The Wharf, modern luxury, culture, and a rich history combine in the Wharf neighborhood to create a perfect atmosphere for guests and locals alike.

About the Guest Relations Supervisor position

First impressions count. To get our guests memorable experiences off to an unforgettable start, were looking for an Guest Relations Supervisor who can make transactions feel seamless, offer exceptional local insights, anticipate every request to make our guests feel right at home and guide the team to success.

A little taste of your day-to-day

Every day is different, but youll mostly be:

• Greet VIP guests and conduct special check-in and check-out services for these guests. Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.

• Identify return guests and VIPs in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.

• Deliver and/or coordinate the deliver of services and/or amenities (such as flowers) to VIP guests. Collect and provide comprehensive information and coordinate VIP and/or IHG One Rewards guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Coordinate and/or confirm reservations as needed.

• Respond appropriately to guest requests and complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Log all guest complaints or concerns, coordinate the dispatch of work orders to the appropriate department and staff, and escalate appropriate issues to management.

• May provide assistance with florists, couriers, mail services, rental of small business machines, international calls, etc. for assigned guests.

• Perform other duties as assigned.

  
  

What we need from you:

Qualifications and Requirements:

High School diploma or equivalent and 1 year of guest/customer service experience. Hotel experience and some college preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up or moving within the facility

• Carrying or lifting items weighing up to 50 pounds

• Handling objects, products and computer equipment

• Bending, stooping, kneeling

  
  

Other:

• Communication skills are utilized a significant amount of time when interacting with others; guests and third parties.

• Reading and writing abilities are utilized often when compiling departmental records, or guest registration and reservation information.

• Basic mathematical skills are used frequently.

  
  

What you can expect from us

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life including a full uniform, impressive room discounts and some of the best training in the business.

The hourly pay rate for this role is $27.00. This rate is only applicable for jobs to be performed in Washington, DC. This is the starting rate we in good faith believe we would pay for this role at the time of this posting. We may pay more or less than the posted rate, and the rate may be modified in the future. An employees pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

You can apply for this role through the link below (or through the internal career site if you are a current employee).

Note: No amount of pay is considered wages or compensation until earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Companys sole discretion, consistent with the law.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance by always welcoming different backgrounds, experiences, and perspectives.

IHG Hotels & Resorts gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well both inside and outside of work and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. So, join us and youll become part of our ever-growing global family.

At IHG Hotels & Resorts, weve made a promise. As one of the worlds leading hotel groups, were 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 worlds first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s and 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, a passion for culture and an appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If youd like to embrace a world of opportunities, wed like to welcome you to the worlds 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.

At IHG, weve made a promise. As one of the worlds leading hotel groups, were 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 worlds 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 youd like to embrace a world of opportunities, wed like to welcome you to the worlds 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.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.