Front Desk Supervisor InterContinental

Key Responsibilities

• Conducts shift briefings to ensure hotel activities and operational requirements are known
• Supervise front office operations during assigned shift including:
• Maintenance of guest information
• Maintenance of information about local events
• Compile occupancy statistics
• Supervise the use of he public address system
• Supervise group bookings
• Assisting with serious complaints
• Supervise cashiering activities during shift including:
• Cash handling and banking procedure
• Dealing with irregular payments
• Instructing staff in credit policies and facilities
• Instructing staff in cash security procedures
• Carry out debtor control
• Prepare reports
• Supervise the cashiering system

Supervising People

• Work with your Line Manager to ensure the departmental performance of staff is productive. Duties include:
• Participate in staff recruitment
• Conduct on the job training in accordance with the departmental standards and procedures and maintains a record of progress for each staff member
• Provide input for performance review discussions in line with company guidelines
• Ensure new staff complete their Orientation program on a timely basis
• Assist with the preparation of efficient departmental work schedules
• Coach and counsel staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance

Operational Knowledge

• Gain understanding of the departmental goals and support your Line Manager to achieve these targets
• Recycle where-ever possible and enforce cost saving measures where appropriate

Customer Service

• Demonstrate service attributes in accordance with industry expectations and company standards including:

1. Being attentive to Guests
2. Accurately and promptly fulfilling Guests requests
3. Anticipate Guests needs
4. Maintain a high level of knowledge which affects the Guest experience
5. Demonstrating a service attitude
6. Taking appropriate action to resolve guest complaints

• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers