Front Desk Supervisor: Lead Guest Services & Revenue

IHG Hotels & Resorts; Joint Base Lewis-McChord (WA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Other benefits

Job summary

IHG Hotels & Resorts is seeking a professional Front Desk Clerk to provide timely and courteous check-in/check-out services in accordance with established scripting and standards.

The role requires a High School diploma, about one year of front desk/guest relations experience with supervisory exposure, and fluent English. You will assist guests, handle reservations, and promote hotel services while maintaining a welcoming lobby environment.

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

• 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.

Skills

Fluent English

Education

High School diploma or equivalent

Tools

Reservations systems

Job description

IHG Hotels & Resorts is seeking a professional Front Desk Clerk to provide timely and courteous check-in/check-out services in accordance with established scripting and standards.

The role requires a High School diploma, about one year of front desk/guest relations experience with supervisory exposure, and fluent English. You will assist guests, handle reservations, and promote hotel services while maintaining a welcoming lobby environment.