Front Desk Supervisor - ZYHGA

IHG

9d•$19 - $26

About The Position

Your Day to Day – 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 – In the hotel industry we cater for our guest needs 24 hours a day, 7 days a week. Even though a shift will be assigned primarily but not limited to the evening shifts. On occasions we may require working varying shifts across a 7-day period, including weekends, evenings, and public holidays. 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. The hourly rate for this role is $18.68 to $25.99. We offer a comprehensive package of benefits including paid time off, medical/dental/vision, insurance, 401k, and many other benefits to eligible employees. 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? We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition. Let’s Go Further Together.

Requirements

High School diploma or equivalent, plus one-year front office/guest relations experience including some supervisory training/experience.
Must speak fluent English.
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.

Nice To Haves

Some college preferred.
Other languages preferred.

Responsibilities

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.