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 ...