Front Desk Supervisor


Full job details

InterContinental Hotels & Resorts - Middle East & Africa
Job Type
Front Office
Job Level

At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.

Job Overview

Under general
direction of the Director of Guest Services or his/her delegate, and within the
limits of established InterContinental Hotels Group brand and local policies
and procedures, responsible for all activities relevant to the Front Desk.
Tasks include check in/out, rooming of all hotel guests, Room allocation and
inventory balancing, foreign exchange, cashiering, Credit Follow up.

Ensure efficient
running of Front Desk operations and that the highest standards of hospitality
and welcome are demonstrated on every occasion. Supervise Front Desk agents,
and all relevant procedures while on duty.

Colleague will be
expected to cover night shift regularly.

Duties & Responsibilities


  • Promote inter-hotel sales, in house facilities and Food &
    Beverage outlets.
  • To be fully conversant with the facilities, services and special
    promotions offered by the hotel and to pass this information on to the guest to
    maximize hotel sales.
  • To have a full working
    knowledge of the IHG Rewards and Ambassador programs and its benefits taking
    every opportunity to enrol new members.
  • Maintain comprehensive
    knowledge of standard reservation procedures.
  • Ensure that all charges
    are correctly posted to the guests bills following the standard procedures.
  • Deal with cash, check and
    credit transactions in accordance with the hotel and company policy, and ensure
    that any discrepancies are reported immediately.
  • Maintain cashier float and
    ensure accurate daily report of all money received.
  • Be aware of the hotel
    availability and of every opportunity to maximize room revenue.
  • Adhere to company credit
    policies to ensure that all revenue expected is received.
  • Ensure that all credit
    limits are adhered to and to advise the Front Office Manager when limits have
    been reached.
  • To be fully involved in IHG Rewards and ICA enrolments and achieving
    targeted Up-Selling Revenue.
  • Gain understanding of the departmental goals and financial targets
    and support Management team to achieve these targets. 
  • Recycle whenever and wherever possible and enforce cost saving measures
    where appropriate specifically on stationary and hotel collateral material.


  • Comply
    with the hotel rules and regulations and provisions as mentioned in the
    Employee Handbook.
  • Comply
    with the company grooming standards.
  • Comply
    with the time and attendance policy.
  • Actively participate in training and development programs for self
    and colleagues
  • To carry out on the job training for new comers under the direction
    of line manager.
  • Actively develop positive and effective communication between Front
    Desk team and all other operational departments.
  • Ability to work as part of a diverse team with colleagues from
    different viewpoints, culture and countries.
  • To assist the Manager in the development of the reception team and
    actively coach on hospitality skills, department procedures etc.
  • Replace colleagues at Guest Relations or Club lounge when necessary
  • Assist Manager in preparing efficient rosters for function
  • Supervise Front Desk agents and CID agents
  • Attend and actively participate in team briefings and departmental
  • Ensure that the handover procedures are followed in the transferring
    of all relevant information on a daily basis.

  • Demonstrate service
    attributes in accordance with industry expectations and company standards
  • Being attentive to guests,
  • Accurately and promptly
    fulfilling guests requests,
  • Anticipate guests needs,
  • Maintain a high level of
    knowledge which affects the guest experience,
  • Demonstrating a ‘service’
  • Greet guests at all times in a friendly and helpful
    manner and attempt to learn and use guest’s name at every opportunity.
  • Ensure all measures are taken so as to guarantee that guests depart from the
    hotel with a positive impression of hotel services.
  • Attend to guest’s
    complaints, inquiries and requests, refers problems to Assistant Manager if
    he/she unable to assist.
  • Take personal interest and
    pride to ensure that the front office and desk area is kept clean and in an
    orderly state at all times.
  • Handle Group Check In when
  • Must ensure high
    recognition of IHG Rewards Club and Ambassador Members in order to achieve
    optimal scores in HeartBeat survey and other Guest Satisfaction surveys.
  • Responsible and attends to
    guest’s request of using the service of safety box at all times.
  • Is fully aware
    of restaurant operating hours and specials / Spa facilities and services as
    well as other recreation options.
  • Registers and
    rooms all arrivals according to established procedures.
  • Anticipate guest’s needs,
    to be aware of all written and spoken requests, to carry out these requests in
    a courteous and helpful manner.
  • Ensure all messages
    received for guests are passed on accurately and as quickly as possible.
  • Ensure a sound knowledge of
    the local area regarding history, places of interest and special events.
    Knowledgeable on where further information can be obtained.
  • Ensure all customers
    receive a fast, efficient and friendly service following the InterContinental
    Brand Standard Guidelines and the Standard of Operations Procedures of the
  • Perform tasks as directed
    by the Manager in pursuit of the achievement of business goals.
  • Ensure maximum involvement
    in the HeartBeat program in order to obtain higher results.
  • Is knowledgeable about the different
    software programs utilized in the Guest Services Department  including but not limited to Property
    Management System, Work Order and Glitch report system and electronic devices
    (paging system), etc


  • Comply with the Company’s Code of Conduct.
  • Comply
    in maintaining security of information relating to customers and colleagues in
    the hotel.
  • Comply
    with the discretionary information keeping
  • Align self with the company values, mission and desired behaviors.
  • Monitor the enrolment and correct handling and
    updating of IHG Rewards Club Membership in Loyalty Connect and Opera.
  • Ensure that the handover
    procedures are followed in the transferring of all relevant information on a
    daily basis.
  • Demonstrate understanding
    and awareness of all policies and procedures relating to Health, Hygiene, Security
    and Fire Life Safety as well as emergency and evacuation procedures
  • Ensure all security
    incidents, accidents and near misses are always logged in a timely manner and
    brought to the attention of the Line Manager.
  • Must follow CID rules and
    to cover CID role as directed by the Manager.


  • Comply with the Company’s Code of Conduct.
  • Comply
    with the company values and model desired behaviors.
  • Supervise daily tasks and responsibilities
    of the Front Desk Agents.
  • Ensure Training is done on
    appropriate material and in due time
  • Cash float and any money
    related transaction accuracy.
  • Ensure sufficient working
    material available for team to handle task and that IT material is in order

Do you have what it takes to be a leader in the world's most global hotel company?If so, make it happen and apply now for a career with InterContinental Hotels Group, where a world of personal and professional opportunities exist.

Ideally, the candidate must possess previous
work experience in a Front Office environment or equivalent. Is a team player
and have strong verbal and communication skills. He/She must be customer
oriented and is flexible to work in various shifts.

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