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Front Desk Supervisor / Night Audit

2482x804-hoteloperations
2482x804-hoteloperations
holiday-inn-logo-non-endorsed-digital-green-rgb-horz-2023-en
holiday-inn-logo-non-endorsed-digital-green-rgb-horz-2023-en

Hotel Brand: Holiday Inn
Location: United States, Ohio, Cleveland

Hotel: Cleveland Clinic (CLEEA), 8650 Euclid Avenue, 44106

Job number: 123042

job overview

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

 

At Holiday Inn® we want our guests to relax and be themselves which means we need team members to:

  • Be you – by being natural, professional and personable in the way you are with people 
  • Get ready – by taking notice and using your knowledge so that you are prepared for anything
  • Show you care – by being thoughtful in the way you welcome and connect with guests
  • Take action – by showing initiative, taking ownership and going the extra mile 

Duties and Responsibilities

FINANCIAL RETURNS

  • 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.

PEOPLE

  • Promote teamwork and quality service through daily communication and coordination with other departments.  

GUEST EXPERIENCE

  • Respond appropriately to guest complaints.  Make appropriate service recovery gestures in accordance with established guidelines.
  • 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.

 

RESPONSIBLE BUSINESS

  • 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.
  • Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

QUALIFICATIONS AND REQUIREMENTS

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.



 

This job requires ability to perform the following:

  • 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.

 

Other:

  • 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 statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

Travel is a journey. We help make it a joy. 

Starting with a warm, inviting welcome for all guests, whether traveling on business or for fun, enjoying a quick night, or relaxing for the week. At Holiday Inn®️ we thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952. So if you can help us spread the joy of travel to all, we’d love to give you a warm welcome to the Holiday Inn®️ family. Let’s Go Further Together.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

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