Hotel Front Desk Supervisor

Responsibilities

• Ensure adherence to IHG brand standards in all front desk operations and guest interactions
• Supervise daily front desk operations and ensure smooth shift coverage
• Support, coach, and train front desk agents to ensure consistency and performance
• Ensure compliance with IHG brand standards and hotel operating procedures
• Monitor guest check-in and check-out processes for accuracy and efficiency
• Handle escalated guest complaints, issues, and service recovery situations
• Oversee the accuracy of billing, deposits, authorizations, and guest folios
• Conduct daily audits of front desk transactions and reports as needed
• Coverage, and front desk personnel needs as directed

Qualifications

• Previous front desk, guest service, or supervisory experience preferred
• Strong leadership and communication skills
• Close attention to detail, especially with billing and operational accuracy
• Able to multitask and manage priorities in a fast-paced environment
• Experience with hotel property management systems preferred
• Strong problem-solving and conflict resolution skills
• Must be reliable, punctual, and able to work flexible shifts, including weekends and holidays
• Able to lead by example and hold team members accountable to standards
• Able to support and assist the General Manager with daily operational needs, reporting, and front desk oversight