Front Desk Supervisor- InterContinental Boston

Job Overview

The Front Desk Supervisor is responsible for delivering timely, professional, and exceptional experiences for guests and colleagues in alignment with established service standards and operational procedures.

Duties & Responsibilities

• Assist in overseeing daily front desk operations, ensuring team members are thoroughly trained in service standards, hotel facilities and amenities, local area information, property management and reservation systems, and safety/emergency protocols.

• Monitor staff performance, provide coaching as needed, recommend corrective actions when appropriate, and promptly escalate significant issues to management.

• Maximize hotel revenue by effectively upselling rooms and promoting hotel offerings.

• Accurately handle all cash and credit transactions, including posting charges, preparing reports, completing deposits, and maintaining the security of assigned cash banks.

• Perform routine front desk functions such as guest check-in and check-out, answering calls, managing reservations, and supporting staff with daily tasks.

• Issue and manage guest safe deposit boxes, ensuring proper security and documentation of all keys.

• Promote hotel services, facilities, and outlets, and offer accurate information on local attractions and directions to enhance guest satisfaction.

• Complete all opening and closing shift responsibilities and communicate any outstanding guest needs or operational issues to management for follow up.

• Respond promptly, professionally, and empathetically to guest concerns, ensuring appropriate service recovery measures are taken in accordance with established guidelines.

• Foster strong teamwork and deliver quality service through regular communication and coordination with other departments.

• Demonstrate initiative and the ability to manage departmental responsibilities independently with limited supervision.

• Represent the hotel with professionalism, maintaining a positive attitude and appropriate appearance.

• Follow all sustainability practices aligned with IHG and InterContinental Boston environmental programs.

• Perform additional duties consistent with the scope, spirit, and purpose of the position.

• Promote and exemplify company values in daily operations and interactions.

Qualifications & Requirements

• High school diploma or equivalent required.

• Minimum of one year of front office or guest relations experience, including some supervisory responsibilities.

• Fluent in English; additional languages preferred.

Physical Requirements:

• Ability to stand for extended periods at the front desk and in office areas.

• Ability to lift and carry items up to 50 pounds.

• Ability to handle equipment, products, and computer systems.

• Proficiency with keyboards and property management/reservation systems.

• Additional Requirements

• Strong verbal communication skills for frequent interaction with guests and employees.

• Proficient reading and writing abilities.

• Basic math competency for daily operational tasks.

• Demonstrated problem solving, reasoning, coaching, and training capabilities.

• Availability to work nights, weekends, and holidays as needed.

The statements in this job description are intended to represent the key duties and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.   This position is classified as non-exempt (per the Fair Labor Standards Act) and is subject to overtime in accordance with Federal and State Regulations.