Guest Experience Lead - Front Desk

IHG Hotels & Resorts; Augusta (GA); On-site; USD 23,000 - 30,000; Full time

Job summary

IHG Hotels & Resorts in Augusta, GA is seeking a Front Desk Supervisor to support the front desk team, train staff on service standards, and assist with reservations and guest inquiries. This non-exempt role requires ensuring accurate transactions, promoting hotel services, and maintaining guest satisfaction through effective problem solving and coordination with departments.

The position emphasizes strong English communication, reliability, and the ability to stand at the desk, handle luggage,

Qualifications

• Front desk supervisory experience preferred.
• Experience with hospitality software and reservations systems.
• Strong English communication and guest service skills.

Responsibilities

• Assist in supervising the front desk function and train staff on service expectations and procedures.
• Monitor performance and alert management of issues requiring attention.
• Upsell rooms to maximize hotel revenue.
• Process cash and credit transactions accurately and secure deposits.
• Check in/check-out guests, answer phones, take reservations, and assist with staff duties.
• Provide guests with local information and directions to enhance satisfaction.
• Handle guest complaints with service recovery per guidelines.
• Coordinate with other departments to ensure teamwork and quality service.

Skills

Front desk supervision

Staff training

Cash handling

Customer service

Upselling

Reservations systems

Education

High School diploma or equivalent

Some college preferred

Tools

Property management system

Job description

IHG Hotels & Resorts in Augusta, GA is seeking a Front Desk Supervisor to support the front desk team, train staff on service standards, and assist with reservations and guest inquiries. This non-exempt role requires ensuring accurate transactions, promoting hotel services, and maintaining guest satisfaction through effective problem solving and coordination with departments.

The position emphasizes strong English communication, reliability, and the ability to stand at the desk, handle luggage,