Overview:

The moment a guest steps into Holiday Inn KCI, they walk into a genuinely memorable experience. As Front Office Supervisor you’ll deliver this through managing all aspects of the front office (for example, guest registration, shuttle services, business center, restaurant services, and guest reservations). You’ll also create the warm atmosphere that makes our guests feel at home in our hotel.

Primary Duties and Responsibilities:

Manage day-to-day Front Desk shift responsibilities, plan and assign work, and assist with achieving performance and development goals for team members.

Provide mentoring, coaching, and regular feedback to improve team member performance.

Educate and train team members in compliance with IHG/Holiday Inn Brand Standards, federal, state, and local laws and safety regulations.

Serve as Hotel Experience Champion, attending all mandatory HEC meetings and events, and act as a liaison between hotel team and IHG.

Ensure guests are greeted upon arrival, specifically recognizing IHG One Rewards members, and making time to engage with guests.

Lead & Direct IHG One Rewards Enrollment efforts, including the creation and implementation of incentive programs, to meet monthly enrollment goals set by the brand.

Ensure your front office team delivers great service, professional attention, and personal recognition; making every effort to exceed guest expectations.

Respond appropriately to guest complaints, solicit feedback, and build relationships to drive continuous improvement in guest satisfaction.

Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.

Perform night audit function and preparation of daily financial reports when needed.

Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.

Train team members on PBX procedures (phone system) and serve as a central communications point during emergencies/crises

Other Duties and Expectations:

Work closely with all departments using crystal clear communication.

Lead by example; encourage co-workers to always perform at the highest levels.

Ask for feedback from direct supervisor and provide feedback as needed; be open and willing to take directions and/or make changes to job performance as needed.

Engage guests at all opportunities to build a level of comfort between the guest and our property, instilling a “Home Away From Home” comfort during their stay.

Understand and respond to customer’s needs and ensure a high level of guest satisfaction.

May serve as Manager On Duty when needed.

Other duties as assigned.

This job is the top Front Desk job and will report to the AGM of Holiday Inn KCI. Primary function of this role is to conduct and assist with training. This position is tasked with ensuring that all Front Desk staff completes all required IHG training in the time frame required. Front Office Supervisor must adhere to all Holiday Inn Standards.

Qualifications and Requirements:

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 2 years of Front Office/Guest Service experience, including management experience

Must speak fluent English

Other languages preferred

Job Type: Full-Time

Schedule (may vary):

Morning Shift

Day Shift

Evening Shift

Holidays

Overtime

Weekend availability

Benefits:

Health Insurance

Dental Insurance

Life Insurance

401(k) with Company Match

Paid Vacation Time

Employee Discount Program

Referral Bonus Program