Front Desk Supervisor - MFWAK

Provide timely and professional check-in/check-out services in accordance with established scripting and standards.

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. 

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 –

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.

What we Offer ─

We’ll reward all your hard work with a great salary and benefits – including a great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law. IHG is committed to promoting a culture of inclusion where everyone feels safe, respected, and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for CA, CO, NJ, NY, WA, HI, applicants.