Front Desk Supervisor (Overnight), InterContinental Boston

For 70 years, the InterContinental Brand has been writing the story of international travel and showing guests the InterContinental Life through personalized service, memorable, one of a kind experiences and global etiquette. As part of the largest luxury hotel brand in the world, InterContinental Boston is a landmark of luxury; rated number two on Trip Advisor for Boston hotels, named one of the Best Hotels in the World' by Cond Nast Traveler magazine and featuring a Forbes Four-Star, 4 Diamond AAA rated hotel experience. The property overlooks Boston's historic waterfront, featuring 424 luxurious ultra-modern accommodations with distinctive style and breathtaking waterfront or downtown city views, a full service spa and fitness club, 32,000 square feet ofpremier meeting and event space, and an array of restaurants and bars influenced by a variety of international flavors. We are looking for passionate people who are charming, confident and internationally-minded to ensure we continue the story of making great things happen at InterContinental Boston.

This role has the responsibility of overseeing the hotel operations for the night shift to ensure guest service standards are met and that hotel assets are secured and protected

• Supervise the overall operations of the hotel. Conduct periodic walk-through of each department. Tour public areas and grounds to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• Monitor performance of employees scheduled during shift and recommend and/or initiate disciplinary actions in accordance with company rules and policies. Report serious issues to respective management for follow-up.
• Oversee the front desk and night audit functions in accordance with established procedures; ensure guests receive prompt, professional attention and are greeted upon arrival, and that the audit function and reports are completed on time. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Partner with Security on duty as needed to resolve any issues and ensure overall safety for guests, colleagues and hotel property
• Resolve all guest complaints in a prompt and professional manner and in accordance with established service recovery guidelines to ensure guest satisfaction and repeat business.
• Coordinate employee and guest evacuation/notification in the event of an emergency.
• Assist in educating employees on current safety issues to ensure compliance with all health and safety regulations. Inform management of hazardous situations, emergencies or threats to the security of guests, employees or hotel assets.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies.
• Document and record all incidents involving guests or employees, or other relevant events, on the appropriate reports, e.g., Manager on Duty Report. Report any injuries to Loss Prevention in accordance with policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Interact with outside contacts:
• Guests to ensure their total satisfaction
• Regulatory agencies, law enforcement or local government authorities regarding safety and compliance matters
• Other contacts as needed (Professional organizations, community groups, local media)
• May serve as manager on duty as required.
• Perform other duties as assigned.