Front Desk Supervisor (Full-Time) L Intercontinental Miami Downtown

About us:

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

At InterContinental 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.

A Shining Star Among Downtown Miami Hotels, the InterContinental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on being ONE GREAT TEAM, and eight times TOP WORKPLACES of South Florida by the Sun Sentinel.

Your day to day:

As a Front Desk Supervisor, you will provide timely and professional check-in/check-out services in accordance with established scripting and standards.

DUTIES AND RESPONSIBILITIES:

• 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.

• 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.

• 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.

• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

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

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

• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

What we need from you:

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.

Other:

• 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.

What we offer:

In return we will give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities/ Females/ Veterans/ Disabled.