Front Desk Supervisor (HIEx)

IHG; Joint Base Lewis-McChord (WA); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k

Job summary

IHG is seeking a Front Desk Associate at Joint Base Lewis-McChord to provide timely check-in/check-out services in line with scripting and standards.

The role requires a high school diploma, about one year in front office/guest relations with supervisory exposure; fluency in English; duties include supervising the front desk, handling reservations, promoting hotel services, and ensuring secure operations.

Qualifications

• High School diploma or equivalent and 1 year front office/guest relations experience.
• Some supervisory training/experience.
• Must speak fluent English; other languages preferred.

Responsibilities

• Assist in supervising the front desk function and train staff.
• Monitor performance and alert management of issues.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit transactions per procedures.
• Handle check-ins/check-outs, phones, reservations, and staff support.
• Provide guests with directions and local attractions.
• Respond to guest complaints and apply service recovery.
• Promote teamwork across departments.
• Perform opening/closing shift duties and manage keys.
• Other duties as assigned.

Skills

Front desk supervision

Customer service

English fluency

Education

High School diploma

Tools

Property management systems

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.

Important information :

• 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.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• EEO Is The Law - Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies.
• If you are a resident of or applying to a job opening in the State of Washington.
• For roles or applicants in San Francisco only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.