Front Desk Supervisor - InterContinental Hotel Cleveland

IHG•Cleveland, OH

About The Position

The Front Desk Supervisor provides timely and professional guest check-in and check-out services in accordance with established scripting and standards. The role is expected to create a welcoming, attentive and memorable guest experience by anticipating guest needs, taking ownership of requests, and sharing knowledge about the hotel and its services. The position supports front desk operations by assisting with supervision, training and coordination, while ensuring accurate cash and credit card transactions and consistent service quality. The supervisor also responds to guest concerns, helps staff perform their duties, and communicates outstanding issues to management. Additional duties may include guest room tours, concierge services and handling special guest requests.

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 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 reservation systems.
Communication skills for frequent interaction with guests and employees.
Reading and writing abilities.
Basic math skills.
Problem-solving, reasoning, motivating and training abilities.
May be required to work nights, weekends and/or holidays.

Nice To Haves

Some college preferred.
Other languages preferred.

Responsibilities

Provide timely and professional check-in and check-out services according to established standards.
Upsell rooms where possible to maximize hotel revenue.
Process cash and credit card transactions accurately, post charges, complete cashier and 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 required 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 reservation systems, and safety and emergency procedures.
Monitor performance, recommend corrective or disciplinary action, 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.