Front Desk Supervisor - InterContinental Boston

Welcome the World with Elegance at InterContinental® Boston – Where Every Guest’s Journey Begins with You.

At IHG Hotels & Resorts, we believe hospitality is an art—and every team member brings their unique creativity, care, and spirit to the canvas. Whether you're drawn to the rhythm of fine dining or the joy of creating seamless guest experiences, we invite you to be part of something exceptional. We’re looking for individuals who take pride in precision, celebrate service, and thrive in a refined, collaborative environment.

Hotel Overview

For over 70 years, the InterContinental® brand has defined worldly sophistication and timeless elegance. As a flagship property, InterContinental® Boston continues that tradition. Named one of the Best Hotels in the World by Condé Nast Traveler, our hotel is a beacon of luxury on Boston’s historic waterfront.

We offer 424 beautifully appointed guestrooms, stunning skyline and harbor views, a full-service spa and wellness club, premier event space, and a variety of globally inspired dining experiences. We invite passionate professionals to help us write the next chapter in our legacy of excellence.

Job Overview

The Front Desk Supervisor is responsible for delivering timely, professional, and exceptional experiences for guests and colleagues in alignment with established service standards and operational procedures.

Duties & Responsibilities

• Assist in overseeing daily front desk operations, ensuring team members are thoroughly trained in service standards, hotel facilities and amenities, local area information, property management and reservation systems, and safety/emergency protocols.
• Monitor staff performance, provide coaching as needed, recommend corrective actions when appropriate, and promptly escalate significant issues to management.
• Maximize hotel revenue by effectively upselling rooms and promoting hotel offerings.
• Accurately handle all cash and credit transactions, including posting charges, preparing reports, completing deposits, and maintaining the security of assigned cash banks.
• Perform routine front desk functions such as guest check-in and check-out, answering calls, managing reservations, and supporting staff with daily tasks.
• Issue and manage guest safe deposit boxes, ensuring proper security and documentation of all keys.
• Promote hotel services, facilities, and outlets, and offer accurate information on local attractions and directions to enhance guest satisfaction.
• Complete all opening and closing shift responsibilities and communicate any outstanding guest needs or operational issues to management for follow up.
• Respond promptly, professionally, and empathetically to guest concerns, ensuring appropriate service recovery measures are taken in accordance with established guidelines.
• Foster strong teamwork and deliver quality service through regular communication and coordination with other departments.
• Demonstrate initiative and the ability to manage departmental responsibilities independently with limited supervision.
• Represent the hotel with professionalism, maintaining a positive attitude and appropriate appearance.
• Follow all sustainability practices aligned with IHG and InterContinental Boston environmental programs.
• Perform additional duties consistent with the scope, spirit, and purpose of the position.
• Promote and exemplify company values in daily operations and interactions.
  
  

Qualifications & Requirements

• High school diploma or equivalent required.
• Minimum of one year of front office or guest relations experience, including some supervisory responsibilities.
• Fluent in English; additional languages preferred.
  
  

Physical Requirements:

• Ability to stand for extended periods at the front desk and in office areas.
• Ability to lift and carry items up to 50 pounds.
• Ability to handle equipment, products, and computer systems.
• Proficiency with keyboards and property management/reservation systems.
• Additional Requirements
• Strong verbal communication skills for frequent interaction with guests and employees.
• Proficient reading and writing abilities.
• Basic math competency for daily operational tasks.
• Demonstrated problem solving, reasoning, coaching, and training capabilities.
• Availability to work nights, weekends, and holidays as needed.
  
  

What We Offer

At InterContinental Boston, we reward your excellence with a work environment designed to nurture success:

• Medical, dental, vision, life, and disability insurance
• 401(k) with company match
• Paid vacation, holidays, and wellness days
• Complimentary staff meals and dry cleaning
• IHG Employee Room Benefit Program – Global hotel discounts
• Ongoing Forbes service training and development
• A sophisticated, inclusive, and growth-oriented culture
  
  

Be the Voice of True Hospitality

If you believe that luxury lives in the details, and that guest interactions are opportunities to deliver elegance, connection, and meaning we invite you to join our world-class team. Help us deliver Forbes-level experiences, one guest at a time.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

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.

Important information:

• The salary range listed 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 relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• EEO Is The Law - click here for more information about Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.