About The Position
The Guest Relations Supervisor provides VIP and special key guests with a check-in/check-out experience that distinguishes the InterContinental brand and delivers superior service and value. The role assists with supervising front desk operations, staff training, performance monitoring, guest communications, VIP arrangements, and service recovery. The position is based in the Guest Relations Services Center and is classified as non-exempt, with overtime subject to applicable federal and state regulations.
Requirements
- High school diploma or equivalent.
- Two years of guest or customer service experience.
- One year of supervisory experience.
- Fluent English.
- Ability to frequently stand or move within the facility.
- Ability to carry or lift items weighing up to 50 pounds.
- Ability to handle objects, products, and computer equipment.
- Ability to bend, stoop, and kneel.
- Communication skills for frequent interactions with guests and third parties.
- Reading and writing abilities for departmental records and guest registration and reservation information.
- Basic mathematical skills.
Nice To Haves
- Hotel experience.
- Some college education.
- Knowledge of other languages.
Responsibilities
- Assist in supervising front desk operations and ensure staff are 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 action, and alert management to potentially serious issues.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Greet VIP guests and provide special check-in and check-out services.
- Communicate with the Front Office about arriving VIP guests and promptly and accurately relay changes needed for their stays.
- Identify returning guests and VIPs in advance, assign premium guest rooms, and coordinate relevant information with other departments.
- Deliver or coordinate services and amenities for VIP guests, including flowers.
- Provide information and coordinate VIP or Priority Club guest requests concerning hotel services, events, attractions, restaurants, theaters, airlines, transportation, limousine rentals, sightseeing tours, and other points of interest.
- Coordinate or confirm reservations as needed.
- Respond to guest requests and complaints and make appropriate service recovery gestures under established guidelines.
- Log guest complaints or concerns, coordinate work orders with the appropriate department and staff, and escalate relevant issues to management.
- Assist assigned guests with services such as florists, couriers, mail, rental of small business machines, and international calls.
- Perform other duties as assigned.
Benefits
- Paid time off.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- 401(k).
- Hotel discounts worldwide.
- Access to a variety of discount programs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
