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Front Desk Supervisor
2 months ago
We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at IHG. As a key member of our front office team, you will be responsible for ensuring seamless check-in and check-out experiences for our guests, while also supervising and training front desk staff to meet the highest standards of service.
Key Responsibilities:- Guest Check-in/Check-out Services: Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
- Front Desk Supervision: Assist in supervising the front desk function, ensuring staff is properly trained on service expectations, hotel facilities and services, local directions, property management and reservations systems, safety, and emergency procedures.
- Performance Monitoring: Monitor performance and recommend corrective or disciplinary action, alerting management of potentially serious issues.
- Revenue Growth: Upsell rooms where possible to maximize hotel revenue.
- Cash Handling: Accurately process all cash and credit card transactions in accordance with established procedures.
- Guest Services: Routinely check in/check out guests, answer phones, take reservations, and assist staff with job functions.
- Hotel Promotions: Promote hotel services, facilities, and outlets, providing guests with information on local attractions and directions to increase guest satisfaction.
- Shift Duties: Complete opening and closing shift duties, communicating any outstanding guest requests or issues to management.
- Service Recovery: Respond appropriately to guest complaints, making service recovery gestures in accordance with established guidelines.
- Team Collaboration: Promote teamwork and quality service through daily communication and coordination with other departments.
- Education: High School diploma or equivalent, plus one year of front office/guest relations experience, including some supervisory training/experience.
- Education Preferred: Some college preferred.
- Language Skills: Must speak fluent English.
- Additional Language Skills: Other languages preferred.
- Physical Demands: Frequently standing up behind the desk and front office areas.
- Physical Demands: Carrying or lifting items weighing up to 50 pounds.
- Physical Demands: Handling objects, products, and computer equipment.
- Physical Demands: Using a keyboard to operate various property management and reservations systems.
We are a global hospitality company that is proud to be an equal opportunity employer. We believe in promoting a culture of inclusion where everyone feels safe, respected, and valued. We seek talented individuals from diverse backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.
We are committed to delivering True Hospitality for Good, making our guests and colleagues feel welcome, cared for, recognized, and respected wherever they are in the world. If you are passionate about delivering exceptional experiences and want to be part of a growing team of 370,000 colleagues across 100 countries, we want to hear from you.