Front Desk Supervisor- InterContinental Boston
- Assist in overseeing daily front desk operations, ensuring team members are thoroughly trained in service standards, hotel facilities and amenities, local area information, property management and reservation systems, and safety/emergency protocols.
- Monitor staff performance, provide coaching as needed, recommend corrective actions when appropriate, and promptly escalate significant issues to management.
- Maximize hotel revenue by effectively upselling rooms and promoting hotel offerings.
- Accurately handle all cash and credit transactions, including posting charges, preparing reports, completing deposits, and maintaining the security of assigned cash banks.
- Perform routine front desk functions such as guest check-in and check-out, answering calls, managing reservations, and supporting staff with daily tasks.
- Issue and manage guest safe deposit boxes, ensuring proper security and documentation of all keys.
- Promote hotel services, facilities, and outlets, and offer accurate information on local attractions and directions to enhance guest satisfaction.
- Complete all opening and closing shift responsibilities and communicate any outstanding guest needs or operational issues to management for follow up.
- Respond promptly, professionally, and empathetically to guest concerns, ensuring appropriate service recovery measures are taken in accordance with established guidelines.
- Foster strong teamwork and deliver quality service through regular communication and coordination with other departments.
- Demonstrate initiative and the ability to manage departmental responsibilities independently with limited supervision.
- Represent the hotel with professionalism, maintaining a positive attitude and appropriate appearance.
- Follow all sustainability practices aligned with IHG and InterContinental Boston environmental programs.
- Perform additional duties consistent with the scope, spirit, and purpose of the position.
- Promote and exemplify company values in daily operations and interactions.
- High school diploma or equivalent required.
- Minimum of one year of front office or guest relations experience, including some supervisory responsibilities.
- Fluent in English; additional languages preferred.
- Ability to stand for extended periods at the front desk and in office areas.
- Ability to lift and carry items up to 50 pounds.
- Ability to handle equipment, products, and computer systems.
- Proficiency with keyboards and property management/reservation systems.
- Additional Requirements
- Strong verbal communication skills for frequent interaction with guests and employees.
- Proficient reading and writing abilities.
- Basic math competency for daily operational tasks.
- Demonstrated problem solving, reasoning, coaching, and training capabilities.
- Availability to work nights, weekends, and holidays as needed.
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