Supv Front Desk at InterContinental Hotels Group in LA, LA

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

Job Summary

Front Desk Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

Education & Experience

• High School diploma or equivalent required; College course work in related field helpful.
• Experience in a hotel or a related field preferred.
• Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying and dividing
• Ability to read, comprehend and write simple instructions and/or short correspondence and memos
• Ability to use logic to define the problem, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations
• An operational knowledge of Microsoft Office suite
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends and holidays
• Holds an understanding of hotel products and guest services (i.e. lifestyle, full service, resort, etc)
• Ability to participate in the creation of an enjoyable work environment

Job Duties & Functions

• Provide

timely and professional check-in/check-out services in accordance with

established scripting and standards.

Assist in supervising the front desk function; ensure staff is properly trained

including service expectations, hotel facilities and services, local

directions, property management and reservations systems, safety, and emergency

procedures, etc.

Monitor performance and recommend corrective or disciplinary action. Alert

management of potentially serious issues.

Up-sell rooms where possible to maximize hotel revenue.

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.)

What We Need from You –

In the hotel industry we cater for our guest needs 24 hours a day, 7 days a

week.

Even though a shift will be assigned, on occasions we may require working

varying shifts across a 7-day period, including weekends, evenings, and public

holidays.

High School diploma or equivalent, plus one-year front office/guest relations

experience including some supervisory training/experience. Some college

preferred. Must speak fluent English. Other languages preferred.

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.

May be required to work nights, weekends, and/or holidays.

What we Offer

We’ll reward all your hard work with a great salary and benefits – including a great room discount and superb training.

WELCOME TO YOUR HOLIDAY INN MOMENT More than an iconic place to stay, Holiday Inn hotels are a place to be in the moment–gathered to celebrate with family, laughing with friends, sharing a meal with your workmates, or just for some well-deserved me-time. No matter the reason you travel, when you’re here, you’re right where you’re meant to be.

Benefits:

• Paid time off
• Flexible schedule
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k)
• 401(k) matching
• Paid training

Job Type: fulltime

Education: High school degree

Work location: On-site

The hourly pay rate for this role is $15.56-17.41 We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

About the Team

Travel is a journey. We help make it a joy. Starting with a warm, inviting welcome for all guests, whether travelling on business or for fun, enjoying a one night stay, or relaxing for a week. At Holiday Inn®️ we thrive on making our guests stays brighter, helping them create memories that will last a lifetime. Irresistible smiles are our specialty. We should know, we’ve been on our journey since 1952.

So if you can help our guests enjoy the brighter side of travel, we’d love to give you a warm welcome to the Holiday Inn®️ family.

About the Company

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?