Front Office Supervisor

Job overview

Responsible for the operational efficiency of all front office areas during shift and the service delivery of those areas. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand ethos.

At Holiday Inn we look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too.

Duties and responsibilities

• Conducts shift briefings to ensure hotel activities and operational requirements are known

• Supervise front office operations during assigned shift including:

  • Maintenance of guest information
  • Maintenance of information about local events
  • Compile occupancy statistics
  • Supervise the use of public address system
  • Supervise group bookings
  • Assisting with serious complaints

• Supervise cashiering activities during shift including:

  • Cash handling and banking procedure
  • Dealing with irregular payments
  • Instructing staff in credit policies and facilities
  • Instructing staff in cash security procedures
  • Carry out debtor control
  • Prepare reports
  • Supervise the cashiering system

• Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs

• Take action to address these needs in order to exceed their expectations

• Create a positive hotel image in every interaction with internal and external customers

• Adhere to hotel brand standards

• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests

• Assist guests and escort them to locations within the hotel at their request

• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests needs

• Maintain current Hotel information to be able to provide information to guests

Accountability

Report to a Duty Manager. Typically supervises Concierge desk, Bell desk, and GSA - FO. Accountability is directed by shift operations at the reception.

Qualifications and requirements

Bachelor degree /diploma in hospitality/hotel management is mandatory. Must speak fluent English and local language with additional other languages preferred. At least one year supervisory experience/GSA experience will be beneficial.

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