Front Desk Supervisor Overnight - The Willard InterContinental Washington Location Washington, DC (Southwest Waterfront area) : JOB OVERVIEW Under the guidance and direction of the Director of Front Office and/or Front Office Quality Manager, and within the limits of established InterContinental Hotels Group policies and procedures, the Front Desk Supervisor, provides supportive functional assistance to all departments, and acts as a key communication link with guests.
At InterContinental Hotels & Resorts ® we want our guests to feel special, cosmopolitan and In the Know.
DUTIES AND RESPONSIBILITIES Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such. Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations. Monitors safe-deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures. Assists the Front Office/Guest Relations Managers in the Communication of expectations to the Associates. Supervises and directs the Front Office, including Front Desk & Concierge, VIP Desk, The Club, Bell/Door and Valet Parking and Instant service Centre. Provide leadership to Front Office in absence of Front Office /Guest Relations Managers or Overnight Manager. Attend pre-shift briefing with staff and review all information pertinent to the day's business. Monitors performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns. Communicates to the Front Office/Guest Relations Manager all information likely to be of interest to them such as the expected arrival and departure of VIP's and all other pertinent information. Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel. Ensures that all V.I.P.'s are pre-registered according to standards. Responds to guest needs and resolves related problems. Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates. Monitors the hotel front entrance and resolve any congested situations. Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. Inspect grooming and attire of staff; rectify any deficiencies. Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdiction. Performs related duties and special projects as assigned. QUALIFICATIONS AND REQUIREMENTS Essential:
Two (2) years experience in Front Office Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding. Ability to provide legible written communication to a high standard. Familiarity with yield management and cost controls. Proven success with employee relations' skills and ability to implement and maintain standards. University Degree minimum of Bachelor Degree level or equivalent relevant educational experience. This job requires ability to perform the following:
Enforce hotel's standards, policies and procedures with Front Office Associates Forecast accurately Prioritize and organize work assignments and delegate work. direct performance of staff and follow up with corrections where needed. Other:
Focus and attention to details input and access information into on site computer systems Basic mathematical skills are used occasionally. We'll reward all your hard work with a great salary and benefits - including a great room discount and superb training. Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics. As a team, we work better together - we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.
At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.
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? As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®? brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand. Let's Go Further Together. Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
