IHG Front Desk Supervisor in Milpitas, California

Front Desk Supervisor

Job Number R157947

Hotel Brand:

Americas - United States - California - Milpitas

Description

About us

At Crowne Plaza ® , we want our guests to feel able to do their best, achieve their goals and be recognized for their success. To help them we need you to stay One Step Ahead and:

  • Create confidence – by being an expert at what you do; by acting and looking the part and adapting your style to match your guests’ pace in all you do.

  • Encourage success – by supporting and respecting your guests and their goals; by recognizing them and making them feel valued and important; and offering thoughtful choices to help them feel restored and balanced.

  • M ake it happen – by being perceptive to your guests’ needs; by taking ownership for getting things done and working seamlessly with others to help guests be successful.

Your day to day

  • 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.

  • Promote teamwork and quality service through daily communication and coordination with other departments.

  • Respond appropriately to guest complaints. Make appropriate service recovery gestures in accordance with established guidelines.

  • 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.

  • 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.

  • Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

  • Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc.)

What we need from you

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.

This job requires ability to perform the following:

  • 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.