Front Desk Supervisor

Negotiable

InterContinental Hotels Group PLC

Experience

3-5 years

Job Type

Full Time

Location

United States, San Diego

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Job Description

Oversee the hotel operations for the day or night shift to ensure guest
service standards are met and that hotel assets are secured and protected.

style="-webkit-text-stroke-width: 0px; color: rgb(89, 89, 89); font-family:
"Indeed Sans", "Noto Sans", "Helvetica Neue",
Helvetica, Arial, "Liberation Sans", Roboto, Noto, sans-serif;
font-size: 16px; font-style: normal; font-variant-caps: normal;
font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal;
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text-decoration-style: initial; text-decoration-thickness: initial; text-indent:
0px; text-transform: none; white-space: normal; widows: 2; word-spacing:
0px;">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

Ensure procedures are followed for security of monies,
credit and financial transactions, and guest security.

Monitor performance of employees scheduled during
shift and recommend and/or initiate disciplinary actions in accordance
with company rules and policies. Report serious issues to respective management
for follow-up.
Promote teamwork and quality service through daily
communication and coordination with other shifts and departmental
management.
Interact with outside contacts:
- Guests – to ensure
  their total satisfaction
- Regulatory agencies, law enforcement or local
  government authorities – regarding safety and compliance matters
- Other
  contacts as needed (Professional organizations, community groups, local
  media)

GUEST EXPERIENCE

Resolve all guest complaints in a prompt
and professional manner and in accordance with established service recovery
guidelines to ensure guest satisfaction and repeat
business.
Oversee the front desk and night audit functions
in accordance with established procedures; ensure guests receive prompt,
professional attention and are greeted upon arrival, and that the audit function
and reports are completed on time. Communicate to staff any VIP, Priority Club,
or special needs or requests and follow up on execution.
Assist
in educating employees on current safety issues to ensure compliance with all
health and safety regulations. Inform management of hazardous situations,
emergencies or threats to the security of guests, employees or hotel
assets.
Manage day or night operations of the hotel. Conduct
periodic walk-through of each department.

Tour public areas and grounds to ensure the appearance of such areas reflects
highly on the hotel, brand, and Company. Correct any
deficiencies.
May also have oversight of the security
function at night.
Coordinate employee and guest
evacuation/notification in the event of an emergency.
Throughout
shift conduct routine inspections of the front office and public areas to ensure
the appearance of such areas reflects highly on the hotel, brand, and Company.
Correct any deficiencies.

RESPONSIBLE BUSINESS

Document and record all incidents involving guests or employees,
or other relevant events, on the appropriate reports, e.g., Manager on Duty
Report. Report any injuries to Loss Prevention in accordance with policies
and procedures.

May serve as “manager on duty”
as required.

Perform other duties as assigned.

Carrying
or lifting items weighing up to 25 pounds

Frequently standing up
and moving about the hotel

Frequently handling objects
and equipment

Frequently bending, stooping, and kneeling

QUALIFICATIONS AND REQUIREMENTS

style="-webkit-text-stroke-width: 0px; color: rgb(89, 89, 89); font-family:
"Indeed Sans", "Noto Sans", "Helvetica Neue",
Helvetica, Arial, "Liberation Sans", Roboto, Noto, sans-serif;
font-size: 16px; font-style: normal; font-variant-caps: normal;
font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal;
orphans: 2; text-align: start; text-decoration-color: initial;
text-decoration-style: initial; text-decoration-thickness: initial; text-indent:
0px; text-transform: none; white-space: normal; widows: 2; word-spacing:
0px;">Some college and three years guest service/hotel experience, or
an equivalent combination of education and/or experience. Must have full
knowledge of the guest service/night function and some supervisory
training/experience preferred.

Must speak fluent English. Other languages preferred.

style="-webkit-text-stroke-width: 0px; color: rgb(89, 89, 89); font-family:
"Indeed Sans", "Noto Sans", "Helvetica Neue",
Helvetica, Arial, "Liberation Sans", Roboto, Noto, sans-serif;
font-size: 16px; font-style: normal; font-variant-caps: normal;
font-variant-ligatures: normal; font-weight: 400; letter-spacing: normal;
orphans: 2; text-align: start; text-decoration-color: initial;
text-decoration-style: initial; text-decoration-thickness: initial; text-indent:
0px; text-transform: none; white-space: normal; widows: 2; word-spacing:
0px;">This job requires ability to perform the following:

Communication skills are utilized a significant amount
of time when interacting with others; demonstrated ability to interact
with guests, employees and third parties that reflects highly on the hotel,
the brand and the Company.
Reading and writing abilities are utilized
often when completing paperwork and shift reports, and giving and receiving
instructions.
Mathematical skills, including basic math, budgeting,
profit/loss concepts, percentages, and variances are utilized
frequently.
Problem solving, reasoning, motivating, organizational
and training abilities are used often.
Ability to travel to attend
workshops, conferences, etc.
May be required to work nights, weekends,
and/or holidays.