Front Desk Supervisor - MFLYD

IHG Hotels & Resorts; Fort Riley (KS); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

Paid time off

Medical/dental/vision insurance

401k

Job summary

IHG Hotels & Resorts in Fort Riley, KS is seeking an attentive Front Desk Supervisor to oversee daily operations. You will train staff, ensure service standards, and assist guests with check-in/check-out and reservations.

The role requires fluent English, ability to stand for long periods, and willingness to work varied shifts including evenings, weekends, and holidays. Strong communication and problem-solving skills are a must.

Qualifications

• High School diploma or equivalent with front desk experience and supervisory training.
• Some college coursework preferred.
• Must speak fluent English; other languages are a plus.
• Strong communication and problem-solving skills are essential.
• Ability to stand for long periods and lift up to 50 pounds.
• Shifts may include evenings, weekends, and holidays.

Responsibilities

• Assist in supervising the front desk and training staff.
• Provide timely check-in/check-out services following scripts and standards.
• Process cash and credit transactions accurately and securely.
• Answer phones, take reservations, and assist guests with requests.
• Promote hotel services and local attractions to enhance guest satisfaction.
• Handle guest complaints with appropriate service recovery.
• Coordinate with other departments to ensure smooth guest experiences.

Skills

Front desk supervision

Customer service

Communication

Problem solving

Staff training

Education

High School diploma or equivalent

Some college preferred

Tools

Property management systems

Reservations systems

Job description

Your Day to Day

• 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.
• 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 require 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 range for this role is $17.50 to $21.60.

Benefits

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