Front Desk Supervisor jobs in IHG Hotels & Resorts
As a Front Desk Supervisor, you will oversee day-to-day operations at the front office. You’ll ensure smooth check-in/check-out processes, support team members, resolve guest concerns, and maintain a welcoming environment in line with voco®’s relaxed yet premium hospitality style. This role also includes administrative, leadership, and customer service duties in coordination with the Front Office Manager.
About IHG Hotels & Resorts
voco is part of the global IHG Hotels & Resorts family, offering a fresh take on premium hospitality. Known for being dependable yet distinctive, voco® blends upscale comfort with a relaxed, unstuffy vibe. At voco® Dubai, the focus is on creating memorable stays with a personalized touch in the heart of the city. Opened as the first voco® in the IMEA region, this hotel brings together stylish interiors, vibrant service, and the energy of Sheikh Zayed Road.
Responsibilities for Front Desk Supervisor:
- Lead and support front desk operations, including guest check-ins, check-outs, and reservations.
- Supervise, train, and motivate receptionists, concierge, and guest service staff.
- Assign duties and monitor individual/team performance.
- Handle guest requests, complaints, and escalations with professionalism and urgency.
- Conduct team briefings and staff meetings.
- Ensure accuracy in billing, room assignments, and reservation systems (Opera preferred).
- Maintain the cleanliness, orderliness, and security of the front desk and lobby.
- Monitor guest feedback and initiate improvements for a better experience.
- Oversee cash handling, credit transactions, and end-of-day reconciliations.
- Support compliance with safety protocols, policies, and quality standards.
Requirements for Front Desk Supervisor:
- Bachelor’s degree in Hospitality Management or a related field (preferred).
- 1–2 years of supervisory experience in a front desk or guest services role.
- Strong understanding of front office systems and hotel operations (Opera is a plus).
- Proven leadership and customer service abilities.
- Excellent written and verbal communication.
- Able to multitask and meet deadlines in a fast-paced environment.
- Must be available to work flexible hours including weekends, evenings, and holidays.
- German language proficiency is preferred.
Skills and Knowledge Desired:
- Team leadership and staff development
- Conflict resolution and problem-solving
- Guest engagement and service recovery
- Technical proficiency in PMS systems (e.g., Opera)
- Cash handling and report generation
- Time management and multitasking
Benefits Package:
- Competitive salary package
- Career development and promotion opportunities
- Employee discounts on hotel rooms across IHG brands
- Dynamic, supportive, and diverse work environment
- Training and mentorship through IHG learning programs
- Be part of a global brand with opportunities to grow worldwide
