Front Desk Supervisor

InterContinental Hotels Group; New Orleans (LA); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Uniform provided

Room discounts

Strong training program

Job summary

InterContinental Hotels Group is seeking a Front Desk Supervisor in New Orleans to oversee daily front desk operations, ensuring exceptional guest service from check-in to check-out and driving revenue and guest satisfaction.

You will lead front desk staff, handle guest concerns, and mentor team members while maintaining brand standards and conducting smooth check-in/check-out processes.

Qualifications

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Previous hotel front desk experience required; supervisory experience preferred.
• Strong customer service and communication skills are essential.

Responsibilities

• Supervise and support front desk agents across shifts.
• Ensure efficient guest check-in and check-out procedures.
• Handle guest complaints and special requests professionally.
• Train, coach, and mentor front desk staff on policies and service standards.
• Monitor reservations, room assignments, and occupancy levels.
• Assist with scheduling and staffing of the front office team.
• Balance cash transactions and ensure accurate billing procedures.
• Maintain compliance with hotel, brand, and safety standards.
• Act as Manager on Duty when required and coordinate with housekeeping and maintenance.

Skills

Leadership

Customer service

Communication

Multitasking

Problem solving

Attention to detail

Organizational skills

Teamwork

Scheduling

Cash handling

Auditing

Conflict resolution

Guest relations

Education

High school diploma or equivalent

Hospitality coursework preferred

Tools

Hotel PMS

Microsoft Office

Job description

First impressions count. To get our guests’ memorable experiences off to an unforgettable start, we’re looking for a Front Desk Supervisor who can make transactions feel seamless, offer exceptional local insights, and anticipate every request to make our guests feel right at home.

Job Summary

The Front Desk Supervisor oversees the daily operations of the hotel front desk, ensuring guests receive outstanding service from check-in through check-out. This role supervises front desk staff, resolves guest concerns, maintains operational standards, and assists in maximizing room revenue and guest satisfaction.

A little taste of your day-to-day

• Supervise and support front desk agents during all shifts.
• Ensure efficient guest check-in and check-out procedures.
• Handle guest complaints, special requests, and service recovery situations professionally.
• Train, coach, and mentor front desk employees on policies, procedures, and customer service standards.
• Monitor reservations, room assignments, and occupancy levels.
• Assist with scheduling and staffing of the front office team.
• Balance cash transactions, review reports, and ensure accurate billing procedures.
• Ensure compliance with hotel, brand, and safety standards.
• Act as Manager on Duty when required and coordinate with housekeeping, maintenance, and other departments.

What We need from you

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Previous hotel front desk experience required; supervisory experience preferred.
• Strong customer service and communication skills.
• Ability to multitask and solve problems in a fast-paced environment.
• Knowledge of hotel property management systems and Microsoft Office.
• Ability to work evenings, weekends, holidays, and varied shifts.

Requirements

• Deliver exceptional guest service and maintain high guest satisfaction scores.
• Support achievement of hotel occupancy and revenue goals.
• Maintain accurate guest records and financial transactions.
• Foster a positive, productive, and professional front desk team environment.

• Leadership and team development
• Conflict resolution
• Guest relations
• Cash handling and auditing
• Scheduling and staff management
• Attention to detail
• Organizational skills
• Problem-solving abilities
• Effective verbal and written communication
• Teamwork and collaboration

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.

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.