Job Description

As a Front Office Supervisor, you’ll be at the heart of our Front Office operation, leading the team during your shift and helping create a smooth and memorable experience for every guest. From welcoming arrivals and supporting colleagues to resolving guest concerns, you’ll make sure our service reflects the warmth, confidence and attention to detail expected at InterContinental. This fits the JD’s focus on supporting Front Office operations while maintaining service and product quality standards.

A little taste of your day-to-day:

Every day is different, but you’ll mostly be:

• Supervising Front Office operations during your shift and ensuring a smooth guest journey from arrival to departure
• Leading and supporting colleagues to deliver professional, personalised and attentive service
• Engaging with guests and responding promptly to requests, feedback and concerns
• Handling guest complaints professionally and taking ownership of service recovery
• Monitoring colleague performance and providing guidance, coaching and support when needed
• Coordinating with Housekeeping, Concierge, Reservations and other departments to ensure seamless guest experiences
• Ensuring Front Office procedures, brand standards, safety requirements and hotel policies are consistently followed
• Supporting room upselling and opportunities to enhance the guest experience and hotel performance
• Ensuring clear communication and effective handovers between shifts
• Being fully familiar with hotel emergency procedures and responding appropriately when required

What We need from you:

• Previous experience in Front Office or Guest Services, preferably within a luxury hotel or resort
• Previous supervisory or team-leading experience
• Strong communication, guest service and problem-solving skills
• Confidence in handling guest concerns and making decisions during busy operations
• Good knowledge of Front Office systems and Microsoft Office
• Strong organisational skills and attention to detail
• A degree or diploma in Hotel Management, Hotel Administration or a related field would be an advantage
• Fluent English; additional languages would be an advantage
• A positive, hands-on approach with a genuine passion for creating memorable guest experiences

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.