Front Desk Supervisor

InterContinental Hotels Group; Augusta (GA); On-site; USD 22,000 - 32,000; Full time

Job summary

InterContinental Hotels Group in Augusta, GA seeks a Front Desk Supervisor to oversee the front desk function, train staff, and ensure service standards across facilities and reservations systems.

Responsibilities include handling guest check-ins/outs, upselling, processing transactions, resolving issues, and coordinating with other departments to maximize guest satisfaction. Must be fluent in English; some college preferred; high school diploma required; nights/weekends may be required.

Qualifications

• High School diploma or equivalent with 1 year front office/guest relations experience.
• Some supervisory training/experience; college preferred.
• Must speak fluent English; other languages preferred.

Responsibilities

• Assist in supervising the front desk function and ensure staff are trained on service expectations.
• Monitor performance and alert management of issues; recommend actions.
• Upsell rooms to maximize revenue.
• Process cash/credit transactions per procedures and reports.
• Check in/out guests; handle reservations; secure keys/safe-deposit boxes as needed.
• Promote services and provide local information to guests.
• Complete opening/closing duties; communicate guest requests to management.
• Respond to guest complaints with service recovery within guidelines.
• Promote teamwork and coordinate with other departments.
• Perform other duties including concierge or special guest requests.

Skills

Front desk supervision

Staff training

Fluent English

Customer service

Education

High school diploma or equivalent

Front office experience

Tools

Property management systems

Reservation systems

Job description

• 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.)

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.

• 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.

This is a non-exempt position with a pay rate of $19.53/hr.