Instant Services Supervisor - InterContinental Los Angeles Downtown

Job description

Description

About us

Do you see yourself as an Instant Service Supervisor? What's your passion?  Whether you're into sports, shopping or spending time with your pet, 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.

Your day to day

Provide timely and professional services for all incoming and outgoing guests, ensuring a high level of guest satisfaction and effective operations at Instant Services, Bell, Doormen, Valet, and Lobby Ambassadors.  

·  Assist in supervising Instant Services, Doormen, Valet, Lobby Team, Bell Services; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc.
·  Monitor performance and recommend corrective or disciplinary action.  Alert management of potentially serious issues.
·  Promote teamwork and quality service through daily communication and coordination with other departments. 

 

·  Respond to guest requests promptly and professionally; promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions. 
·  Respond appropriately to guest complaints.  Make appropriate service recovery gestures in order to ensure total guest satisfaction. 
·  Answer all calls to Instant Services promptly and professionally
·  Call/dispatch luggage assistance requests to and from guest rooms and answer phones. 
·  Ensure proper service delivery of Doormen (prompt assistance, luggage tagging, welcoming guests)
·  Ensure Lobby Ambassadors assistance with guest directions, excellent product knowledge
·  Ensure proper Valet staffing based on business needs, alert management of shortfalls
·  Perform other duties as assigned.
What we need from you

High School diploma or equivalent, plus one year customer service experience including some supervisory training/experience preferred.  Must speak fluent English.  Other languages preferred.

 

This job requires ability to perform the following:

·  Carrying, pushing, or lifting items weighing up to 100 pounds
·  Moving about the public areas
·  Handling objects, products and computer equipment
·  Bending, stooping, kneeling

 

Other:

·  Communication skills are utilized a significant amount of time when interacting with clients, 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.
·  May be required to work nights, weekends, and/or holidays.

 

What we offer

In return we'll give you a competitive financial and benefits package which can include healthcare and dental coverage, disability and life insurance, and a matched 401(k) program. Hotel discounts worldwide are available as well as 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 click "Apply Online" and tell us how you could bring your individual skills to IHG.IHG is an equal opportunity employer Minorities / Females / Disabilities / Veterans