Front Desk Supervisor - InterContinental Hotel Cleveland

Front Desk Agent

Provide timely and professional check-in/check-out services in accordance with established scripting and standards.

At Inter Continental Hotels & Resorts we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests' needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

Duties and Responsibilities Financial Returns:

• Up-sell 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.

People:

• Promote teamwork and quality service through daily communication and coordination with other departments.

Guest

Experience:

• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• 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.

Responsible Business:

• 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, etc.
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.

Qualifications and Requirements:
High School diploma or equivalent, plus one year front office/guest relations experience including some supervisory training/experience. Some college preferred. Must speak fluent English. Other languages preferred. This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.
• May be required to work nights, weekends, and/or holidays.