Front Desk Supervisor-IHG Army Hotels Hunter Army Airfield

OVERVIEW

Our guests’ memorable experiences have to start somewhere. So why not with you? We’re looking for a new Front Office Supervisor to take ownership of delivering exceptional first impressions – managing everything from registration and reservations to staff training and safety. Must have 3 years Hotel Front Desk experience to qualify. A resume must be attached to your application in order to be considered for the position. This property is located on a US Military Installation. Successful completion of a Federal Background check, conducted by the Installation Visitor's Center, will be required to access the Installation. This is necessary in order to come to the hotel for an interview for this position. If hired, this background check will be required to be renewed annually at minimum. DOD sponsored ID holders are not subject to this process.

DUTIES AND RESPONSIBILITIES:
 

• Assist in supervising the front desk function; ensure staff is properly trained including memorable guest experiences and the warmest of welcomes, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc.
• Able to work all front desk shifts and positions, including Overnight as needed. 
• Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
• Engaging with guests to build personal relationships and remedy any complaints
• Conducting regular front office inspections to ensure we’re making the right first impression 
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank.
• Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions. May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys.
• Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction.
• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

QUALIFICATIONS AND REQUIREMENTS:
High School diploma or equivalent, plus three years hotel front office/guest relations experience including some supervisory training/experience. Opera experience required.  Some college preferred. Must speak fluent English. Other languages preferred.  Must be comfortable with Microsoft Office Suite programs, such as Excel, and Acrobat Adobe Pro.  Some accounting experience preferred.

This job requires ability to perform the following:
 

• Schedule flexibility based on business demand
• Due to access restrictions on the military installation, you must have your own reliable transportation to get to and from the hotel. There is currently no public transportation or ride share access to this location. 
• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products and computer equipment
• Use a keyboard to operate various property management and reservations systems, etc.
• Communication skills are utilized a significant amount of time when interacting with guests and employees.
• Reading and writing abilities are utilized often.
• Basic math skills are used frequently.
• Problem solving, reasoning, motivating and training abilities are often used.
• Will be required to work nights, weekends, and/or holidays.

This property is located on a US Military Installation. Successful completion of a Federal Background check, conducted by the Installation Visitor's Center, will be required to access the Inst