Front Desk Supervisor (HIEx)

InterContinental Hotels Group; Joint Base Lewis-McChord (WA); On-site; USD 42,000 - 46,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k

Job summary

InterContinental Hotels Group is seeking a Front Desk Associate to provide timely check-in/check-out services, assist guests, and promote hotel services. The role requires supervising the front desk team, ensuring adherence to service standards, and efficient use of reservations systems.

The position involves processing payments, upselling rooms when appropriate, and responding to guest requests and complaints to ensure a high level of satisfaction.

Qualifications

• HS diploma or equivalent; must speak fluent English; some college preferred.

Responsibilities

• Supervise front desk functions and ensure staff are trained in service standards.
• Process cash and credit transactions accurately and secure deposits.
• Check guests in and out, answer phones, and handle reservations.

Skills

Fluent English

Education

High School diploma

Tools

Property management system

Reservations system

Job description

The hourly pay rate for this role is $20.84. 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.