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 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. The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.