JOB DESCRIPTION
JOB TITLE: Front Office Supervisor
AREA/DEPARTMENT: Rooms Division / Front Office
JOB BAND: 7
HOTEL LEVEL: I-V
REPORTS TO: Front Office Manager
POSITIONS SUPERVISED: Bell Captain / Guest Service Agents
JOB SCOPE: Responsible for the operational efficiency of all front office areas
during shift and the service delivery of those areas. Promotes
the desired work culture around the five core values of Trust,
Integrity, Respect, One Team and Service of the
InterContinental Hotels Group and the brand ethos.
TESTIMONIAL: I hereby confirm having read the duties and agree to perform these duties as set
out in the Job Description to the required standards.
Signature: ……………………………………………………………………………………………
Date: ………………….
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
Page 1 of 3
Key Responsibilities
Conducts shift briefings to ensure hotel activities and operational requirements are known
Supervise front office operations during assigned shift including:
o Maintenance of guest information
o Maintenance of information about local events
o Compile occupancy statistics
o Supervise the use of he public address system
o Supervise group bookings
o Assisting with serious complaints
Supervise cashiering activities during shift including:
o Cash handling and banking procedure
o Dealing with irregular payments
o Instructing staff in credit policies and facilities
o Instructing staff in cash security procedures
o Carry out debtor control
o Prepare reports
o Supervise the cashiering system
Human Resource and Training Responsibilities
Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive.
Duties include:
o Conduct on the job training in accordance with the departmental standards and procedures and
maintains a record of progress for each staff member
o Provide input for probation and formal performance appraisal discussions in line with company
guidelines
o Ensure new staff attend Corporate Orientation within first month of hire
o Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing
constructive feedback to enhance performance
Financial Responsibilities
Works with superior in the preparation and management of the department’s budget and is aware of financial
targets
Recycles where-ever possible and enforces cost saving measures to staff
Occupational Health and Safety Responsibilities
Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and
within OH&S guidelines and ensure your direct reports do the same
Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and
sensibly
Initiate action to correct a hazardous situation and notify supervisors of potential dangers
Log security incidents and accidents in accordance with hotel requirements
Key Competencies Key Tasks
Drive For Results Set high performance standards and pursue agreed goals (with your Manager)
Strive for constant improvements and takes responsibility for achieving business
results and persevere despite obstacles
Report problems to Management with suggestions for resolution
Understanding Hotel Demonstrate an interest in and an understanding of issues relevant to your
Operations department and hotel and keep your knowledge up to date, including legislative
information
Understands the hotel’s business priorities, products and services and has a good
grasp how the department is run
Brings best practice to the attention of department, shares new ideas that have been
read about or discovered
Clearly understands how their own role and the role of others impact employee
satisfaction, guests and department performance
Problem Solving and Diagnose problems and thoroughly analyse information to guide decision making
Decision Making Evaluate and assimilate critical information when reaching conclusions and make
logical, competent decisions
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
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Customer Focus Build and maintain positive relationships with all internal customers and guests in
order to anticipate their needs
Take action to address these needs in order to exceed their expectations
Create a positive hotel image in every interaction with internal and external customers
Adhere to hotel brand standards
Maintain a high level of product and service knowledge in order to explain and sell
services and facilities to guests
Assist guests and escort them to locations within the hotel at their request
Maintain knowledge of special programs and events in the hotel in order to recognize
and respond to guests needs
Maintain current Hotel information to be able to provide information to guests
Teamwork Demonstrate co-operation and trust with colleagues, supervisors, teams and across
departments
Communicate well to ensure effective shift hand-overs
Actively participate in and conduct organised meetings
Interact with department and hotel staff in a professional and positive manner to foster
good rapport, promote team spirit and ensure effective two way communication
Adaptability Be open to new ideas and make changes in the job and routine as required
Work in line with business requirements in a flexible and optimistic manner
Complete tasks as directed by Management
Deputize in the absence of your Manager
Planning and Establish action plans and schedules for meeting departmental priorities
Organising Assign responsibilities, allocate resources and co-ordinate the activities of yourself
and others to meet objectives effectively and efficiently
Prepare induction programs for new employees and allocate sufficient time for their
implementation
Impact and Influence Promote your ideas persuasively, and shape the opinion of subordinates and
overcome resistance
Build consensus for action and negotiate mutually beneficial solutions
Implementation Work with your Manager to ensure you have a clear view of what is required to
achieve results, and take action and responsibility to deliver it. Ensure your team
meet deadlines and quality standards and tasks and projects are completed as
required
Adheres to and enforces the InterContinental Hotels Group Code of Conduct, Hotel
Policy and Departmental Procedures
Leading and Inspire others to excel by clearly communicating department and section goals and
Developing People priorities, recognizing good performance and supporting employees when required
Develop potential of others through training, coaching and development opportunities
Cultural Awareness Work effectively with customers and colleagues from different viewpoints, cultures and
countries
Work to understand and consider the global nature of the business
Copyright InterContinental Hotels Group
Last Updated: June 1, 2025
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