Front Desk Supervisor

InterContinental Hotels Group; San Diego (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

InterContinental Hotels Group in San Diego seeks an Operations Manager to oversee hotel activities, ensuring top-notch guest experiences. The ideal candidate will possess strong customer service and supervisory skills, with a minimum of 3 years in hotel operations.

Responsibilities include managing day/night shifts, resolving guest issues, and maintaining compliance with safety regulations. Candidates need exceptional communication skills and a proactive approach to team management. This position offers a dynamic work environment and potential for career growth.

Qualifications

• 3 years guest service/hotel experience or equivalent.
• Fluent in English; knowledge of other languages preferred.
• Must possess full knowledge of guest service/night function.

Responsibilities

• Oversee hotel operations ensuring guest service standards.
• Monitor employee performance during scheduled shifts.
• Resolve guest complaints promptly to ensure satisfaction.
• Document and report incidents involving guests or employees.

Skills

Guest service expertise

Supervisory skills

Problem solving

Fluent English communication

Education

Some college education

Job description

Hotel: IC - San Diego (SANHB), 901 Bayfront Court, 92101

Oversee the hotel operations for the day or night shift to ensure guest service standards are met and that hotel assets are secured and protected.

At InterContinental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests' needs, being attentive and taking ownership
  of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Duties and Responsibilities

Financial Returns

• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.

People

Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.

• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Interact with outside contacts:
  • Guests - to ensure their total satisfaction
  • Regulatory agencies, law enforcement or local government authorities - regarding safety and compliance matters
  • Other contacts as needed (Professional organizations, community groups, local media)

Guest Experience

Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business.

• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets.

Manage day or night operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.

May also have oversight of the security function at night.

Coordinate employee and guest evacuation/notification in the event of an emergency.

• Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.

Responsible Business

• Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures.
• May serve as "manager on duty" as required.
• Perform other duties as assigned.
• Carrying or lifting items weighing up to 25 pounds
• Frequently standing up and moving about the hotel
• Frequently handling objects and equipment
• Frequently bending, stooping, and kneeling

Qualifications and Requirements

Some college and three years guest service/hotel experience, or an equivalent combination of education and/or experience. Must have full knowledge of the guest service/night function and some supervisory training/experience preferred. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

Other:

• Communication skills are utilized a significant amount of time when interacting with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and shift reports, and giving and receiving instructions.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, conferences, etc.
• May be required to work nights, weekends, and/or holidays.

Benefits

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
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