Front Desk Supervisor

Job description

Description

About us

Do you see yourself as a Front Desk Supervisor?              

What's your passion? Whether you're into reading, rowing a boat or trying a new recipe, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.   

IHG Army Hotels is looking for a Front Desk Supervisor at our Fort Gordon, GA location. At IHG Army Hotels, our mission is to provide great on-post hotel stay experiences to military personnel, families, as well as guests. We do this by providing convenient, reasonably priced hotels on 40 installations across the nation- many featuring brand-name hotels previously only offered off post. 

Your day to day

This role has the overall responsibility to supervise the Front Desk department.  In this important role you will supervise the day-to-day activities of the Front Desk department, plan, schedule, and organize work to ensure proper coverage while communicating and enforcing policies and procedures.  You will ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their respective job duties.

Key job duties and responsibilities for the Front Desk Supervisor include: 

·  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.
·  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.
·  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.
·  Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
·  Respond appropriately to guest complaints.  Make appropriate service recovery gestures in accordance with established guidelines.
·  Promote teamwork and quality service through daily communication and coordination with other departments.
·  Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)
What we need from you

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.
·  Ability to work nights, weekends, and/or holidays.

This position also requires you to be authorized to work in the United States and the ability to pass an NCIC III background check in order to gain access to the military installation. 

Prior supervisory experience is preferred. Additionally, previous experience working in a hotel and experience with managing multiple properties is highly desired.

What we offer

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan.   Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.