What are the responsibilities and job description for the Front Office Supervisor position at Holiday Inn Oakland Airport?
Holiday Inn Hotel & Suites Oakland Airport is seeking an energetic, hands-on Front Office Supervisor to lead by example and help drive an exceptional guest experience. This position is ideal for a hospitality professional who thrives in a fast-paced environment, enjoys developing team members, and is passionate about communication, accountability, and operational excellence.
The Front Office Supervisor serves as the primary support to the Front Office Manager by overseeing daily front desk operations, coaching associates, ensuring brand standards are met, and fostering a collaborative, guest-focused culture.
Key Responsibilities
Leadership & Team Development
Lead the front desk team by example through professionalism, accountability, and positive leadership.
Coach, mentor, and train Front Desk Agents to improve performance and confidence.
Conduct on-the-job training for new hires and reinforce established procedures.
Provide real-time coaching and recognize outstanding performance.
Assist with performance management and employee development.
Communication
Serve as the communication link between management and front desk associates.
Ensure shift changes include thorough pass-downs and follow-up on outstanding issues.
Communicate operational updates, guest concerns, VIP arrivals, and service recovery opportunities clearly and promptly.
Work collaboratively with Housekeeping, Engineering, Security, and Food & Beverage to ensure seamless hotel operations.
Operations
Supervise daily check-in and check-out procedures.
Resolve guest concerns professionally and efficiently.
Monitor room inventory, arrivals, departures, room assignments, and special requests.
Ensure compliance with IHG brand standards and hotel policies.
Assist with scheduling, break coordination, and daily shift coverage.
Serve as Manager on Duty when assigned.
Revenue & Quality
Promote IHG One Rewards enrollments and guest recognition.
Ensure rate integrity and proper billing procedures.
Encourage room upgrades and other revenue opportunities.
Review guest feedback and assist in improving guest satisfaction scores.
Qualifications
Minimum of 2 years of hotel front desk experience.
Previous supervisory or leadership experience preferred.
Strong communication and organizational skills.
Proven ability to coach and develop team members.
Excellent problem-solving and conflict resolution skills.
Ability to multitask in a fast-paced airport hotel environment.
Flexible schedule, including evenings, weekends, and holidays.
What We're Looking For
The successful candidate will be:
A visible leader who is present on the front desk and willing to assist the team.
An excellent communicator who keeps everyone informed and aligned.
Passionate about training and developing others.
Calm under pressure and able to make sound operational decisions.
Organized, dependable, and accountable.
Guest-focused while balancing operational and revenue goals.
If you're looking for an opportunity to lead a team, make a meaningful impact, and grow your hospitality career with IHG, we'd love to hear from you.
Pay: $27.50 per hour
Salary : $28