Front Desk Supervisor - MFLYD

InterContinental Hotels Group; Kansas; On-site; USD 23,000 - 29,000; Full time

Benefits offered by this job

Paid time off

Health insurance

401k

Job summary

InterContinental Hotels Group is seeking a Front Desk/Guest Services associate in Kansas. You will supervise front desk activities, ensure staff is trained to service expectations, and assist guests with check-in, check-out, and local directions.

You will promote hotel facilities and provide concierge-style support to ensure guest satisfaction. The role involves standing at the desk, occasional lifting up to 50 pounds, and shifts that may include evenings, weekends, and holidays.

Qualifications

• High School diploma or equivalent, plus one year front office/guest relations experience with supervisory training.
• Some college is preferred.
• Must speak fluent English; other languages are a plus.

Responsibilities

• Provide check-in/check-out services per established scripting and standards.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit card transactions per procedures.
• Answer phones, take reservations, and assist staff with duties.
• Promote hotel services and local attractions to guests.
• Respond to guest complaints following guidelines.
• Complete opening/closing shift duties and report outstanding requests.
• Maintain teamwork and coordinate with other departments.
• Support concierge services and guest requests as needed.

Skills

Front desk supervision

Customer service

Staff training

English fluency

Supervisory experience

Education

High School diploma

Some college

Tools

Property management system

Reservations system

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