Front Desk Supervisor - ZYUMB

IHG•Town of Le Ray, NY

10h•Onsite

About The Position

The Front Desk Supervisor assists in overseeing the front desk operations, ensuring staff are thoroughly trained in service expectations, hotel facilities, local information, property management and reservations systems, and safety procedures. The role involves providing professional check-in/check-out services, monitoring staff performance, and up-selling rooms to maximize revenue. It also includes accurately processing financial transactions, handling guest inquiries and reservations, and managing safe-deposit boxes. The supervisor promotes hotel services, addresses guest complaints, and fosters teamwork across departments. IHG, one of the world’s leading hotel groups, aims to deliver True Hospitality for Good, making guests and colleagues feel welcome, cared for, recognized, and respected globally. The company encourages innovation, collaboration, and ambition among its 370,000 colleagues across 100 countries.

Requirements

High School diploma or equivalent
One-year front office/guest relations experience
Some supervisory training/experience
Fluent English
Communication skills
Reading and writing abilities
Basic math skills
Problem solving, reasoning, motivating, and training abilities

Nice To Haves

Some college preferred
Other languages preferred

Responsibilities

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.
Provide timely and professional check-in/check-out services in accordance with established scripting and standards.
Monitor performance and recommend corrective or disciplinary action.
Alert management of potentially serious issues.
Up-selling 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.