Front Desk Supervisor (Full Time) - InterContinental Houston

IHG • Houston, TX

9d • Onsite

About The Position

The Front Desk Supervisor provides timely and professional guest check-in and check-out services in accordance with established scripts and standards. The role supports a welcoming, attentive, and memorable guest experience by anticipating needs, responding to complaints, providing service recovery, sharing information about hotel services and local attractions, and taking ownership of guest requests.

The position assists in supervising front desk operations, training staff, monitoring performance, and communicating significant issues to management. It also performs front desk and cashiering duties, including processing transactions, preparing reports and deposits, and securing an assigned bank. Other duties may include guest room tours, concierge services, and special guest requests.

This is a full-time hourly position in Houston, Texas, with a listed rate of $18.00 per hour. The role requires the ability to work nights, weekends, and/or holidays and includes frequent guest and employee interaction.

Requirements

• High school diploma or equivalent.
• One year of front office or guest relations experience, including some supervisory training or experience.
• Fluent English.
• Ability to work nights, weekends, and/or holidays.
• Ability to frequently stand behind the desk and in front office areas.
• Ability to carry or lift items weighing up to 50 pounds.
• Ability to handle objects, products, and computer equipment.
• Ability to use a keyboard to operate property management and reservations systems.
• Communication skills for frequent interaction with guests and employees.
• Reading and writing abilities.
• Basic math skills.
• Problem-solving, reasoning, motivating, and training abilities.

Nice To Haves

• Some college.
• Fluency in additional languages.

Responsibilities

• Provide timely and professional guest check-in and check-out services in accordance with established scripting and standards.
• Upsell rooms where possible to maximize hotel revenue.
• Accurately process cash and credit card transactions, post charges, complete cashier or other reports, prepare deposits, and count and secure the assigned bank.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Respond appropriately to guest complaints and make service recovery gestures in accordance with established guidelines.
• Check guests in and out, answer phones, take reservations, and assist staff with job functions.
• Issue safe-deposit boxes to guests when responsible for doing so and ensure the security of keys.
• Promote hotel services, facilities, and outlets, and provide information about local attractions and directions.
• Assist in supervising the front desk function and ensure staff are properly trained in service expectations, hotel facilities and services, local directions, property management and reservations systems, and safety and emergency procedures.
• Monitor staff performance, recommend corrective or disciplinary actions, and alert management to potentially serious issues.
• Complete opening and closing shift duties and communicate outstanding guest requests or issues to management for monitoring or follow-up.
• Perform other assigned duties, which may include guest room tours, concierge services, and special guest requests.

Benefits

• Competitive salary.
• Room discount.
• Training.
• Paid time off.
• Medical, dental, and vision insurance.
• 401(k).
• Other benefits for eligible full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED