Front Desk Supervisor - MFBLA

InterContinental Hotels Group; Planeport (TX); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

paid time off

medical/dental/vision

insurance

401k

many other benefits to eligible employ

Job summary

InterContinental Hotels Group is seeking an overnight/front desk supervisor to assist in supervising the front desk function, training staff on service expectations, hotel facilities, directions, and reservations systems.

You will provide timely check-in/check-out, monitor performance, upsell rooms, and process transactions following established procedures. The role involves guest interaction, safety, and collaboration with other departments to enhance satisfaction.

Qualifications

• High School diploma or equivalent, plus one year front office/guest relations experience including supervisory training.
• Must speak fluent English; additional languages preferred.
• Experience with cash handling and basic math.
• Familiarity with reservations systems and property management systems.

Responsibilities

• Provide professional check-in/check-out per scripting and standards.
• Upsell rooms to maximize hotel revenue.
• Process cash/credit card transactions and reports.
• Answer phones, take reservations, assist staff with duties.
• Assist guests with directions, local attractions, and services.
• Promote services and facilities to guests.
• Handle guest complaints and service recovery per guidelines.
• May perform opening/closing shift duties and coordinate with management.
• Work with other departments to ensure guest satisfaction.
• May conduct guest room tours or concierge tasks.

Skills

Front desk supervision

Guest relations

Cash handling

Reservations systems

Fluent English

Team coordination

Education

High School diploma or equivalent

Some college preferred

Tools

Property management system (PMS)

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.

• paid time off
• medical/dental/vision
• insurance
• 401k
• many other benefits to eligible employees