Job Description

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 RPM (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.

• Literate and tech-savvy – you will need a good grasp of reading, writing, 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

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?