Front Desk Supervisor (Full Time) - InterContinental Houston

IHG Hotels; Texas; On-site; USD 20,000 - 29,000; Full time

Job summary

IHG Hotels in Houston, TX seeks a Front Desk Associate to provide timely check-in/check-out and guest services in a fast-paced environment.

You will handle reservations, upsell rooms, process payments, and assist guests with questions about local attractions while representing the InterContinental brand with professionalism.

Qualifications

• 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.

Responsibilities

• Upsell rooms to maximize hotel revenue.
• Accurately process cash and credit card transactions in accordance with procedures.
• Promote teamwork and quality service through daily communication with other departments.
• Respond to guest complaints and perform service recovery as needed.
• Check-in/check-out guests, answer phones, take reservations, and assist staff with job functions.
• Provide guests with information on local attractions and directions.

Skills

Front desk

Guest relations

Customer service

Communication skills

Education

High school diploma or equivalent

Some college preferred

Tools

Property management systems

Reservations systems

Cash handling

Job description

JOB OVERVIEW:

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

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

• 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.

People

• Promote teamwork and quality service through daily communication and coordination with other departments.

Guest Experience

• Respond appropriate to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• 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.

Responsible Business

• 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 actions. Alert management of potentially serious issues.
• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

QUALIFICATION 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.
• Must be able to work nights, weekends, and/or holidays.

WHAT WE OFFER:

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 an impressive room discount and some of the best training in the business.

The hourly pay rate for this Hourly role is $18.00. This rate is only applicable for jobs to be performed in Houston, Texas.

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

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

Remarks: No amount of pay is considered wages or compensation until earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, reli