Front Office Supervisor (Shift Leader)

Your Day To Day • Ensure maximum guest satisfaction through personal recognition and prompt, cordial attention from arrival to departure. • Monitor and ensure that IHG One Rewards Members, InterContinental Ambassadors , and VIP guests receive exceptional attention, care, and personalized service during their stay. • Address and resolve guest complaints and incidents in a timely and effective manner, coordinating with the Duty Manager when needed and documenting actions in the Log Book . • Respond promptly to guest needs , ensuring requests are met and problems are solved with a focus on guest satisfaction and experience. • Handle guest inquiries about hotel services, local attractions, and activities, offering tailored suggestions and assistance. • Supervise and manage Front Office , Guest Relations , and Reception teams, ensuring a high standard of service is maintained. • Ensure all team members are properly trained on systems, security protocols , and service standards to maintain smooth operations. • Actively mentor, coach, and provide feedback to team members, supporting their professional development and improving team performance. • Monitor and enforce standards of conduct, uniform, hygiene , and appearance to maintain a professional image. • Ensure that team members have the tools and equipment needed to effectively carry out their job duties. • Coordinate with other departments to ensure smooth guest service and resolve any issues promptly. • Oversee shift operations , ensuring front office processes, check-in/check-out procedures, and room assignments are completed efficiently. • Ensure hotel policies and standards are adhered to across all areas, maintaining consistency in operations and guest experience. • Review daily reports , including guest billing instructions, credit limits, and the rate variance report to ensure compliance and revenue control. • Monitor occupancy, room availability, and ensure rooms are prepared on time for arriving guests, coordinating with Housekeeping and Maintenance as necessary. • Assist with operational checklists , ensuring daily procedures are completed and tasks are managed effectively. • Monitor and control guest billing , ensuring accurate charges and prompt resolution of any discrepancies. • Ensure the smooth functioning of the Property Management System (PMS) , taking immediate action in the event of any system failures or emergencies. • Actively participate in upselling and revenue initiatives , promoting hotel facilities, dining outlets, and services to enhance revenue. • Respond to emergency situations , including system downtimes, and implement recovery procedures effectively. • Ensure that all team members are fully trained in emergency protocols , including fire safety, evacuation procedures, and first-aid measures. • Act as a point of contact in any crisis or incident situations , managing operations and guest welfare until resolution. • Promote inter-hotel sales , including dining, spa, pool, gym, and other in-house services, and encourage guests to take advantage of hotel amenities. • Collaborate with the Concierge and Airport Concierge team to ensure smooth transportation arrangements for guests, including airport pick-up/drop-off. • Keep up-to-date with local events and attractions , offering guests suggestions and recommendations as needed. • Participate in IHG training programs to improve personal skills and development. • Provide guidance and training for new team members, ensuring they understand hotel policies, procedures, and customer service standards. • Perform ad-hoc duties as required, stepping in to support the team with unexpected tasks or demands. • Ensure completion of any necessary administrative work , including the documentation of incidents, guest feedback, and other operational reports. • Represent the hotel brand with pride and professionalism , maintaining a polished appearance and professional demeanor at all times. • Be the face of the hotel during shift, ensuring that the team and guests feel supported and valued. • Support loyalty program initiatives by encouraging enrollment and educating guests about program benefits. What We Need From You • Speak local language. English language skill both written and verbal is a plus. • Having self-transportation is an advantage . • Communication skills are utilized a significant amount of time when interacting with clients and the guests.