Front Desk Supervisor

InterContinental Hotels Group; Joint Base Lewis-McChord (WA); On-site; USD 24,796 - 33,062; Full time

Benefits offered by this job

Paid time off

Health insurance

401k

Job summary

InterContinental Hotels Group is seeking a professional to provide timely check-in/check-out services at our United States hotel, following scripting and standards.

You will supervise front desk staff, process transactions, upsell rooms, handle guest inquiries, and coordinate with other departments to ensure a seamless guest experience. Fluency in English required; some college, supervisory training, and strong communication skills preferred.

Qualifications

• High School diploma or equivalent with front office/guest relations experience.
• Some college preferred.
• Must speak fluent English; other languages preferred.
• Ability to perform behind the desk for extended periods and lift up to 50 pounds.
• Basic math, reading, and writing skills required.
• May be required to work nights, weekends, and holidays.

Responsibilities

• Supervise front desk function and train staff on service expectations.
• Monitor performance and alert management of issues.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit card transactions accurately per procedures.
• Routinely check in/check out guests, answer phones, take reservations.
• Provide guests with local directions and information to enhance satisfaction.
• Complete opening/closing duties and coordinate with management as needed.
• Respond to guest complaints with appropriate service recovery.

Skills

Front desk supervision

Cash handling

Communication skills

Problem solving

Teamwork

Languages: English

Education

High School diploma or equivalent

Some college

Tools

Property management systems

Reservations systems

Job description

$20.84 is the hourly pay rate for this role. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

JOB OVERVIEW

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

DUTIES AND 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.

Work Area: Front Office

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.