Front Desk Supervisor - IHG Army Hotel Holiday Inn Express - Fort Lee, VA

Job description

Description

About us

At Intercontinental Hotels Group, we own, operate and franchise more than 3500 hotels, offering close to half a million guest rooms in nearly 100 countries.  By bringing your expertise and passion to any one of our brands, you will help us achieve our vision: to be the most preferred, admired and successful hotel company the world over.

At Holiday Inn Express ® we want our guests to relax and be themselves which means we need team members to:

Be you – by being natural, professional and personable in the way you are with people

Get ready – by taking notice and using your knowledge so that you are prepared for anything

Show you care – by being thoughtful in the way you welcome and connect with guests

Take action – by showing initiative, taking ownership and going the extra mile

Your day to day

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.

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.

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.