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Front Desk Supervisor

  • Assist in developing Front Desk associates to build a skilled and motivated team, fostering a positive work environment that encourages excellent customer service.
  • Ensure hospitality standards are upheld, promoting a welcoming and customer-centric atmosphere to create memorable guest experiences.
  • Lead by example in resolving guest concerns and requests promptly and with the utmost care, demonstrating a commitment to guest satisfaction.
  • Verify the accuracy of the opening count and maintain control of room blocks, pre-registration, and room assignments to ensure smooth check-in processes.
  • Ensure the accuracy and completion of all room changes, credit approvals, and related processes to minimize guest inconvenience.
  • Greet guests in a professional, friendly manner, providing a warm and welcoming arrival experience that sets the tone for their stay.
  • Assign rooms thoughtfully, considering room location, rate, room selling strategies, IHG Reward Members, and group status to maximize guest satisfaction and room revenue.
  • Respond to guest inquiries about hotel services, registration, local amenities, dining, entertainment, and travel directions with excellent product knowledge and attentiveness.
  • Stay informed about in-house groups or events and current local happenings to provide valuable guest information and enhance guest experiences.
  • Understand qualified discounts, availability, and application of vouchers to optimize guest satisfaction and revenue opportunities.
  • Handle future and same-day reservations with accuracy and efficiency, accommodating walk-in guests as needed to optimize occupancy and revenue.
  • Check-in and check-out guests in a knowledgeable, professional, and friendly manner, making their stay seamless and enjoyable from arrival to departure.
  • Post, correct, or adjust charges to guest accounts as required, demonstrating attentiveness to billing accuracy and providing transparent billing processes.
  • Be well-versed in hotel credit, cash-in-advance, and check-cashing procedures to facilitate smooth payment transactions and guest checkouts.
  • Collaborate with other departments to ensure a seamless guest experience and effective communication across all hotel functions.
  • Uphold IHG brand standards and procedures, adhering to company policies to maintain consistency and quality in service delivery.
  • Assist with administrative tasks, reporting, and record-keeping to support efficient Front Desk operations.
  • Emphasize and embody the hotel's service culture, creating a positive and welcoming atmosphere for both guests and associates.