Guest Experience Supervisor - Front Desk & Reservations

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

Job summary

InterContinental Hotels Group in Augusta, GA seeks a Front Desk Supervisor to oversee the front desk function, train staff, and ensure service standards across facilities and reservations systems.

Responsibilities include handling guest check-ins/outs, upselling, processing transactions, resolving issues, and coordinating with other departments to maximize guest satisfaction. Must be fluent in English; some college preferred; high school diploma required; nights/weekends may be required.

Qualifications

• High School diploma or equivalent with 1 year front office/guest relations experience.
• Some supervisory training/experience; college preferred.
• Must speak fluent English; other languages preferred.

Responsibilities

• Assist in supervising the front desk function and ensure staff are trained on service expectations.
• Monitor performance and alert management of issues; recommend actions.
• Upsell rooms to maximize revenue.
• Process cash/credit transactions per procedures and reports.
• Check in/out guests; handle reservations; secure keys/safe-deposit boxes as needed.
• Promote services and provide local information to guests.
• Complete opening/closing duties; communicate guest requests to management.
• Respond to guest complaints with service recovery within guidelines.
• Promote teamwork and coordinate with other departments.
• Perform other duties including concierge or special guest requests.

Skills

Front desk supervision

Staff training

Fluent English

Customer service

Education

High school diploma or equivalent

Front office experience

Tools

Property management systems

Reservation systems

Job description

InterContinental Hotels Group in Augusta, GA seeks a Front Desk Supervisor to oversee the front desk function, train staff, and ensure service standards across facilities and reservations systems.

Responsibilities include handling guest check-ins/outs, upselling, processing transactions, resolving issues, and coordinating with other departments to maximize guest satisfaction. Must be fluent in English; some college preferred; high school diploma required; nights/weekends may be required.