Front Office Supervisor InterContinental

As Front Office Supervisor, you will be responsible for all activities relevant to the Front Office. Tasks include check in/out, rooming of all hotel guests, Room allocation and inventory balancing, foreign exchange, cashiering, Credit Follow up. You will also ensure efficient running of Front Office operations and that the highest standards of hospitality and welcome are demonstrated on every occasion. Supervise Front Desk agents, and all relevant procedures while on duty.

Some of your main role responsibilities are:

• Ensure all customers receive a fast, efficient and friendly service following the InterContinental Brand Standard Guidelines and the Standard of Operations Procedures of the hotel.
• Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained.
• Ensure all measures are taken to guarantee that guests depart from the hotel with a positive impression of hotel services.
• Attend to guest s complaints, inquiries and requests, refers problems to Assistant Manager if he/she unable to assist.
• Take personal interest and pride to ensure that the front office and desk area is kept clean and in an orderly state at all times.
• Handle Group Check In when necessary.
• Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
• Is knowledgeable about the different software programs utilized in the Guest Services Department including Opera & Loyalty Connect, but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc
• Monitor the enrolment and correct handling and updating of IHG Rewards Club Membership Responsible and attends to guest s request of using the service of safety box at all times.
• Is fully aware of restaurant operating hours and specials / Spa facilities and services as well as other recreation options.
• To be fully involved in IHG Rewards and ICA enrolments and achieving targeted Up-Selling Revenue.
• Gain understanding of the departmental goals and financial targets and support Management team to achieve these targets.
• Registers and rooms all arrivals according to established procedures.
• Anticipate guest s needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner.
• Maintain comprehensive knowledge of standard reservation procedures.
• Be aware of the hotel availability and of every opportunity to maximize room revenue.
• Maintain cashier float and ensure accurate daily report of all money received.
• Ensure that all charges are correctly posted to the guests bills following the standard procedures.
• Deal with cash, check and credit transactions in accordance with the hotel and company policy, and ensure that any discrepancies are reported immediately.
• Ensure that all credit limits are adhered to and to advise the Front Office Manager when limits have been reached.
• Ensure all messages received for guests are passed on accurately and as quickly as possible.
• To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest to maximize hotel sales.
• To have a full working knowledge of the IHG Rewards and Ambassador programs and its benefits taking every opportunity to enrol new members.