Front Desk Supervisor - InterContinental Hotel Cleveland

JOB OVERVIEW: Provide timely and professional
check-in/check-out services in accordance with established scripting
and standards. 

At InterContinental Hotels & Resorts
we want our guests to feel special, cosmopolitan and In the Know
which means we need you to: • Be charming by being approachable, having
confidence and showing respect. • Stay in the moment by understanding
and anticipating guests’ needs, being attentive and taking ownership of getting
things done. • Make it memorable by being knowledgeable, sharing stories
and showing your style to create moments that make people feel
special. 

DUTIES AND RESPONSIBILITIES FINANCIAL
RETURNS • 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. 

PEOPLE • Promote teamwork
and quality service through daily communication and coordination with other
departments. 

GUEST EXPERIENCE • Respond
appropriately to guest complaints. Make appropriate service recovery gestures
in accordance with established guidelines. • 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. 

RESPONSIBLE BUSINESS • 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. • Complete opening and closing
shift duties, and communicate any outstanding guest requests or issues
to management that may require additional monitoring or follow-up. • Perform
other duties as assigned which may include guest room tours, concierge services,
special guest requests, etc.) 

QUALIFICATIONS
AND REQUIREMENTS: 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. This job requires ability
to perform the following: • 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. Other: • 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. The statements in this job description are intended
to describe the essential nature and level of work being performed. They are
not intended to be ALL responsibilities or qualifications of the job.