Front Office Supervisor (Shift Leader)

Your Day To
Day

• Ensure maximum guest
  satisfaction through personal recognition and prompt, cordial attention
  from arrival to departure.
• Monitor and ensure
  that IHG One Rewards Members, InterContinental Ambassadors,
  and VIP guests receive exceptional attention, care, and personalized service
  during their stay.
• Address and resolve guest
  complaints and incidents in a timely and effective manner, coordinating
  with the Duty Manager when needed and documenting actions in the Log
  Book.
• Respond promptly to guest needs,
  ensuring requests are met and problems are solved with a focus on guest
  satisfaction and experience.
• Handle guest
  inquiries about hotel services, local attractions,
  and activities, offering tailored suggestions
  and assistance.
• Supervise and manage Front
  Office, Guest Relations,
  and Reception teams, ensuring a high standard of service
  is maintained.
• Ensure all team members are properly trained
  on systems, security protocols, and service
  standards to maintain smooth operations.
• Actively
  mentor, coach, and provide feedback to team members, supporting
  their professional development and improving team
  performance.
• Monitor and enforce standards
  of conduct, uniform, hygiene, and appearance to maintain a professional
  image.
• Ensure that team members have the tools
  and equipment needed to effectively carry out their job
  duties.
• Coordinate with other departments
  to ensure smooth guest service and resolve any issues
  promptly.
• Oversee shift operations,
  ensuring front office processes, check-in/check-out procedures, and room
  assignments are completed efficiently.
• Ensure hotel
  policies and standards are adhered to across all
  areas, maintaining consistency in operations and guest
  experience.
• Review daily reports,
  including guest billing instructions, credit limits, and the rate variance
  report to ensure compliance and revenue control.
• Monitor
  occupancy, room availability, and ensure rooms are prepared
  on time for arriving guests, coordinating with Housekeeping
  and Maintenance as necessary.
• Assist
  with operational checklists, ensuring daily procedures are completed
  and tasks are managed effectively.
• Monitor
  and control guest billing, ensuring accurate charges and prompt
  resolution of any discrepancies.
• Ensure the smooth
  functioning of the Property Management System (PMS), taking immediate
  action in the event of any system failures
  or emergencies.
• Actively participate in upselling
  and revenue initiatives, promoting hotel facilities, dining outlets,
  and services to enhance revenue.
• Respond
  to emergency situations, including system downtimes, and implement
  recovery procedures effectively.
• Ensure that all team
  members are fully trained in emergency protocols, including
  fire safety, evacuation procedures, and first-aid
  measures.
• Act as a point of contact in any
  crisis or incident situations, managing operations and guest welfare until
  resolution.
• Promote inter-hotel sales,
  including dining, spa, pool, gym, and other in-house services, and encourage
  guests to take advantage of hotel
  amenities.
• Collaborate with the Concierge
  and Airport Concierge team to ensure smooth transportation arrangements
  for guests, including airport pick-up/drop-off.
• Keep
  up-to-date with local events and attractions, offering guests
  suggestions and recommendations
  as needed.
• Participate in IHG training
  programs to improve personal skills
  and development.
• Provide guidance and training for new team
  members, ensuring they understand hotel policies, procedures, and customer
  service standards.
• Perform ad-hoc duties
  as required, stepping in to support the team with unexpected tasks
  or demands.
• Ensure completion of any necessary
  administrative work, including the documentation of incidents, guest
  feedback, and other operational reports.
• Represent
  the hotel brand with pride and professionalism, maintaining
  a polished appearance and professional demeanor at all
  times.
• Be the face of the hotel during
  shift, ensuring that the team and guests feel supported
  and valued.
• Support loyalty program initiatives
  by encouraging enrollment and educating guests about program
  benefits.