Front Office Supervisor

Job overview:

Responsible for all daily shift aspects of the front office (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations) to deliver a guest experience that is unique and brings the brand to life.
At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations

Duties and responsibilities

Financial returns:
•    Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
•    Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
•    Adjust schedules throughout the week to meet the business demands.

People:
•    Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
•    Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
•    Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
•    Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

Guest experience:
•    Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
•    Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction using ILEAD and service recovery guidelines.
•    Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Responsible business:
•    Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
•    Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. 

•    Perform other duties as assigned. May also serve as Manager on Duty.

Accountability
This job is the one of the top Front Office jobs at a full-service hotel or at a regional extended-stay hotel. May report to a Front Office Manager or Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee subordinate supervisors.

Qualifications and requirements
Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred.