Job Overview
The Front Office Supervisor will be the person that our guests will rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You will also create the warm atmosphere that makes our guests feel at home in any location.
Your day-to-day
- Be the warm welcome that kicks off a memorable guest experience.
- Front Desk – Delivery of efficient check-in and check-out procedures as per Standard Operating Procedures with True Hospitality and genuine interest in our Guests. Handle cash and credit card transactions. Take and manage guest bookings, up-selling opportunities and sharing of experiences to enrich their stay experiences.
- Conduct shift briefings to ensure hotel activities, events and operational requirements are known on the day’s schedule. Attend Group Pre-conference with Operational and Sales Leads, manage group room allocations and handle group arrivals and departures. Check responses/action all emails in a professional and timely manner. Handle IHG One Rewards Club members and non-members’ room allocation, ensure rooms are assigned according to preferences.
- Communicate closely and regularly with Housekeeping Supervisor on room status; arrange/prepare site inspection rooms for Sales & Marketing on a daily basis and coordinate with Engineering and Housekeeping on PMM (Preventive Maintenance) daily on the blocking and releasing after completion.
- Provide information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of interest to guests.
- Elevate Guest Experience – deliver our Loyalty Experience by acknowledging our IHG One Reward Club members. Stay one step ahead of guests’ needs – record and act on preferences, handle messages, requests, questions and concerns proactively. Be a trusted contact for all guests.
- Assist Guests with all requests; from accommodation billing to local knowledge, and basic problem handling to take care of their stay.
- Drive Results – support Department in delivering on departmental targets of Guest Love, GSI, Loyalty Recognition and Loyalty Enrolment Efficiency. Deliver genuine guest experiences with True Hospitality.
- Lead Others – supervise and guide Guest Service Agents. Report to Duty Manager and support other departments at peak periods. Cooperate and communicate with other departments as required.
- Uphold safety and security of our guests and colleagues at the workplace in line with Hotel’s Emergency Response procedures and security guidelines.
What we need from you
- A tertiary or a diploma qualification or equivalent
- 2 years’ experience in front desk or guest service. Candidates with more/senior years of experience may be considered for the role of Duty Manager.
- Literate and tech-savvy – you will need a good grasp of reading, writing, basic maths and Computers
- A positive and keen to learn attitude
- Must be proficient in written and spoken English and with great communication skills
- Basic Front Office operations knowledge
- Flexibility – night at times, weekend and holiday shifts are all part of the job
What you can expect from us
We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including a full uniform, impressive room discounts and some of the best training in the business.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.
So, join us and you’ll become part of our ever-growing global family.
