Front Desk Supervisor (HIEx)

InterContinental 62s Group plc; Washington; On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

This hotel front desk role in the United States (Washington) focuses on timely, professional check-in/check-out in line with established scripting and standards. The hourly pay rate is $20.84, with a comprehensive benefits package including PTO and health insurance.

Responsibilities include supervising the front desk, training staff, monitoring performance, up-selling rooms, handling cash/credit transactions, answering phones, and guiding guests with local directions.

Qualifications

• High School diploma or equivalent; some college preferred.
• Experience in front office/guest relations with supervisory exposure.
• Fluent English; other languages are a plus.

Responsibilities

• Supervise front desk function and train staff on service expectations.
• Monitor performance and address issues; escalate to management as needed.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit transactions per procedures.
• Handle check-ins/outs, reservations, and guest inquiries.
• Provide guests with local area information and directions.
• Assist with safety, security, and coordination with other departments.
• Contribute to teamwork and service quality through daily communication.

Skills

Customer service

Communication skills

Team leadership

Problem solving

English fluency

Education

High School Diploma or equivalent

Some college preferred

Supervisory training

Tools

Property management system

Cash handling 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.