Front Desk Supervisor - MFBLA

IHG Hotels & Resorts; Fort Bliss (TX); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision

401k

Job summary

IHG Hotels & Resorts in Fort Bliss, TX is seeking a Front Desk/Guest Relations Agent to provide warm check-in/check-out, assist with guest inquiries, and promote hotel services. You will help with upselling, handle cash and card transactions, and ensure a smooth guest experience.

The role requires strong English, ability to work evenings and weekends, and some supervisory training experience. Join a team focused on outstanding service and guest satisfaction at a premier property.

Qualifications

• High School diploma or equivalent.
• 1 year front office/guest relations experience including supervisory training/experience.
• Some college preferred.

Responsibilities

• Provide timely and professional check-in/check-out services.
• Monitor performance and alert management of issues.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit card transactions accurately.
• Answer phones, take reservations, and assist staff with duties.
• Promote hotel services and local attractions to guests.
• Complete opening/closing shift duties and follow up on guest requests.
• Respond to guest complaints with service recovery as guidelines.
• Support teamwork and coordination with other departments.
• Perform additional duties including concierge tasks as assigned.

Skills

Front desk supervision

Customer service

Communication skills

Fluent English

Education

High School diploma or equivalent

Some college preferred

1 year front office/guest relations experience

Tools

Property management systems

Reservations systems

Job description

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.

Your Day to Day –

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

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.

What We Need From You –

In the hotel industry we cater for our guest needs 24 hours a day, 7 days a week.

Even though a shift will be assigned primarily but not limited to the evening shifts. On occasions we may reuire working varying shifts across a 7-day period, including weekends, evenings, and public holidays.

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.

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.

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.

The hourly pay rate for this role is $19.50.

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

We need people like you to make a difference and create exceptional experiences every single day. Don't just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition. Let's Go Further Together.

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 - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
• 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.