Front Desk Supervisor

Front Desk Supervisor – IHG Hotels & Resorts

Our guests’ memorable experiences must start somewhere. So why not with you? We’re looking for a new Front Desk Supervisor to provide guidance to front office staff to ensure they are adhering to all company policies, standards, procedures, and applicable regulations.

• Adheres to and trains staff to understand and maintain Payment Card Industry (PCI) compliance standards. Handles cash, makes changes and balances the house bank. Accepts and records vouchers, checks and other forms of payment. Posts charges to guest rooms and house accounts using the computer.
• Communicates effectively both verbally and in writing to provide clear direction to staff.
• Assigns and instructs staff in details of work. Observes performance and encourages improvement.
• Communicates goals, motivates, and guides staff to achieve goals.
• Answers the telephone promptly using a positive and understandable tone of voice. Inputs messages into the computer. Retrieves messages and communicates the content to the guest. Retrieves mail, small packages, and facsimiles.
• Anticipates the needs of guests; proactively engages guests to provide quality service; and maintains an open, friendly, courteous, and approachable demeanor.
• Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listens well, and understands requests, responds with appropriate actions, and provides accurate information.
• Promotes high-end guest experiences through training and leadership.
• Completes the registration by inputting and retrieving information from computer system and confirms pertinent information including number of guests and room rate.
• Promotes IHG and brand-specific marketing programs. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Confirms the room number and rate. Provides welcome folders to guests that contain room keys, certificates, coupons, and refreshment center keys. Closes out guest accounts at time of check out.
• Remains calm and alert, especially during emergencies and/or heavy hotel activity. Resolves customer complaints by thoroughly researching the situation and determining the most effective solutions. Makes decisions and implements appropriate actions based on previous experience and good judgment, as well as demonstrating effective independent judgement when resolving unusual situations. Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.
• Complies with timekeeping, attendance, and availability requirements by adhering the assigned work schedule and covering call out shifts on an as needed basis.
• Aids in the development and enhancement of Front Office-related training curriculum and Standard Operating Procedures (SOP) to maximize our guest’s experience, optimize operational success and fulfill revenue goals.
• Demonstrates a working knowledge of all hotel safety and security procedures, maintaining a secure and safe environment for staff and guests.
• Performs all front office functions accurately and leads by example.
• Covers call outs as needed.
• Other duties may be assigned as needed.
• Reports any unusual occurrences and/or requests to the General Manager.
• Completes special projects and other responsibilities as assigned.

• High School diploma / Secondary qualification or equivalent.
• One-year front office/guest service experience strongly preferred. Proficiency in Opera is preferred but not essential.
• Some college/university preferred.
• Must speak fluent English.
• Additional language skills preferred but not required depending on location of hotel.

The hourly pay for this role is $27.00 to $30.00. This pay is only applicable for jobs to be performed at Inter Continental San Diego
. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications,…