Front Desk Supervisor

IHG Hotels; Town of Texas (WI); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

IHG Hotels is seeking a Front Desk Supervisor/Guest Relations professional to provide timely check-in/check-out services in line with scripting and standards. You will assist in supervising the front desk, train staff, and ensure smooth operations across reservations systems, safety procedures, and guest services.

The role requires a High School diploma or equivalent with at least one year in front office/guest relations, some supervisory training, and fluent English.

Qualifications

• High School diploma or equivalent, plus one year front office/guest relations experience including some supervisory training/experience.
• Some college experience is preferred.
• Must speak fluent English; other languages are a plus.

Responsibilities

• Assist in supervising the front desk function; train staff on service expectations, facilities, directions, and reservations systems.
• Monitor performance and alert management of issues; recommend corrective actions.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit card transactions accurately and prepare reports.
• Check in/check out guests, answer phones, take reservations, and assist staff with duties.
• Promote hotel services and local attractions to guests.

Skills

Fluent English

Education

High School diploma or equivalent

Some college preferred

Tools

Property management system

Reservations system

Job description

Job Overview

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

Duties & 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.

Compensation and Benefits

The hourly pay rate range for this role is $20.00-$23.00.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.