What are the responsibilities and job description for the Front Office Supervisor position at InterContinental at Doral Miami?
About the Role
Join our welcoming Front Office Team at the InterContinental at Doral Miami, part of the globally recognized IHG Hotels & Resorts family. We’re looking for an experienced and bilingual Front Office Supervisor who is charming, confident, and internationally minded, someone who knows what it takes to exceed guest expectations and maintain excellence, especially during overnight shifts.
Key Responsibilities
Lead, mentor, and coach front office team members, providing regular feedback to support professional growth and manage conflict.
Supervise and support front office operations, ensuring guest safety, satisfaction, and smooth transitions between day and night operations.
Develop and implement strategies to increase occupancy and Average Daily Rate (ADR) through walk-ins and upselling at the front desk.
Review daily business levels, anticipate critical situations, and plan effective solutions to expedite guest service.
Ensure prompt, courteous, and professional service, delivering seamless check-in/check-out experiences.
Address guest concerns using ILEAD and Service Recovery principles, maintaining brand loyalty and guest satisfaction.
Conduct routine inspections of the front office and public areas, taking immediate action to correct deficiencies.
Oversee billing instructions and guest credit for compliance with hotel credit policy, ensuring all transactions are secure.
Train staff on systems, security, cash handling, and service and quality standards.
Monitor staff interactions with guests, ensuring professional and hospitable communication at all times.
Perform other duties as assigned.
Qualifications
Minimum 2 years of hotel front office or supervisory experience (required).
Overnight front desk or night audit experience (required).
Opera PMS proficiency (preferred / strongly desired).
Prior experience in a branded hotel environment (IHG, Marriott, Hilton, etc.) preferred.
Proven ability to lead multicultural teams and resolve guest service challenges effectively.
Strong communication, problem-solving, and upselling skills.
Bilingual (English & Spanish) required.
Working knowledge of guest service standards, service recovery, and credit/billing policies.
About You
You are passionate about hospitality and thrive in guest-facing environments, including overnight shifts. You understand the rhythm of hotel operations, anticipate guest needs, and empower your team to deliver exceptional experiences every time. Your leadership style is hands-on, supportive, and professional, and you bring both structure and warmth to every shift.
If you have a proven background in hotel front office management and want to grow within a world-class hospitality brand, we’d love to meet you.
Benefits
Competitive pay
Free on-site parking
Excellent health, dental, and vision insurance
401(k) plan
Life insurance
Employee discounts and IHG global hotel rates
Opportunities for growth and advancement
Drug-free workplace
Our Commitment
InterContinental Hotel Doral is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive workplace for all employees. We encourage candidates of all backgrounds to apply, regardless of race, gender, disability, or veteran status.
Drug-Free Workplace | EOE M/F/V/D
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Food provided
- Free parking
- Health insurance
- Life insurance
- Paid jury duty
- Retirement plan
- Vision insurance
Work Location: In person