IHG Hotels & Resorts
Front Desk Supervisor - InterContinental New York Barclay
IHG Hotels & Resorts, New York, New York, us, 10261
Overview
Do you see yourself as a Front Desk Supervisor? What’s your passion? At IHG we’re interested in YOU. We employ people who apply the same care and passion to their jobs as they do their hobbies—people who put our guests at the heart of everything they do. We’re looking for more people like this to join our friendly and professional team. Responsibilities
Print and review the daily report, ensuring all traces (FO, GR, HK) are executed and logged in HotSOS/Opera. Monitor duplicate reservations, back-to-back bookings, and pre-registered rooms to prevent guest service issues. Manage house status and ensure accuracy of room availability. Oversee daily batch deposits, cashier functions, and resolve failed payments. Coordinate airline crew arrivals (AA Crews on Tue/Fri/Sun), including room blocks, special requests, signed documents, and communications with DOS/Accounting. Process digital check-ins via Concerto and Opera; ensure rooms are inspected and upgrades properly logged. Review daily arrivals, ensuring IHG One Rewards members receive proper upgrades. Balance the house and block suites/connecting rooms as needed. Assist with guest check-ins/check-outs and manage line flow during peak hours. Handle guest complaints, coordinate room moves, and partner with Guest Relations to provide amenities. Oversee discrepancies in room status and update in coordination with Housekeeping. Review group resumes, follow instructions for room blocks, and coordinate payments. Block and track VIP arrivals, including suite allocations and inventory for the following day. Process Sertify credit card authorizations and update reservations accordingly. Communicate with Housekeeping and Engineering on Out-of-Service/Out-of-Order rooms. Update Queue Rooms status and notify guests promptly when rooms are ready. Collaborate with Bellmen for guest moves and luggage assistance. Partner with Sales and Guest Relations to ensure special requirements are met. Coordinate and cover meal breaks for Front Desk Agents. Keep front desk stocked with supplies and maintain inventory. Clear express check-out box daily. Manage emails (Front Office & Barclay inbox), responding to guest requests and following up on folios, upgrades, or early check-in requests. Approve NOR1 upsells, assign upgraded rooms, and ensure charges are added to reservations. Enroll guests into loyalty programs and handle Perle/Message system requests. Enter and follow up on HotSOS guest requests and maintenance traces. Requirements
Prior front office supervisory experience in a luxury or upscale hotel preferred. Strong knowledge of Opera, Concerto, HotSOS, NOR1, and Sertify systems. Strong attention to detail, organizational skills, and a passion for delivering outstanding guest service. Excellent verbal and written communication skills; fluency in English required, additional languages a plus. Ability to work collaboratively in a multicultural, fast-paced environment. Willingness to work flexible hours, including weekends and holidays as needed. Physical ability to stand, walk, bend, and lift up to 25 pounds as part of daily duties. What You’ll Gain
Leadership experience in one of New York’s most iconic luxury hotels. Training in front office operations, financial processes, and guest service excellence. Exposure to VIP, airline crew, and high-profile guest handling. Opportunity to develop skills in interdepartmental coordination and team supervision. Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Hospitality As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s. We are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We pride ourselves on being genuine ambassadors of the InterContinental brand and invite you to join the world’s most international luxury hotel brand. Important information: The salary range listed is the lowest to highest pay scale we believe we would pay for this role at the time of posting. The range may be modified in the future, and pay may vary based on factors such as education, qualifications, experience, location, and business needs. No amount of pay is considered wages until earned. If you require reasonable accommodation during the application process, please click here. IHG does not accept applications from staffing or recruiting agencies. If you are applying in Washington state, please click here to read about applicable benefits.
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Do you see yourself as a Front Desk Supervisor? What’s your passion? At IHG we’re interested in YOU. We employ people who apply the same care and passion to their jobs as they do their hobbies—people who put our guests at the heart of everything they do. We’re looking for more people like this to join our friendly and professional team. Responsibilities
Print and review the daily report, ensuring all traces (FO, GR, HK) are executed and logged in HotSOS/Opera. Monitor duplicate reservations, back-to-back bookings, and pre-registered rooms to prevent guest service issues. Manage house status and ensure accuracy of room availability. Oversee daily batch deposits, cashier functions, and resolve failed payments. Coordinate airline crew arrivals (AA Crews on Tue/Fri/Sun), including room blocks, special requests, signed documents, and communications with DOS/Accounting. Process digital check-ins via Concerto and Opera; ensure rooms are inspected and upgrades properly logged. Review daily arrivals, ensuring IHG One Rewards members receive proper upgrades. Balance the house and block suites/connecting rooms as needed. Assist with guest check-ins/check-outs and manage line flow during peak hours. Handle guest complaints, coordinate room moves, and partner with Guest Relations to provide amenities. Oversee discrepancies in room status and update in coordination with Housekeeping. Review group resumes, follow instructions for room blocks, and coordinate payments. Block and track VIP arrivals, including suite allocations and inventory for the following day. Process Sertify credit card authorizations and update reservations accordingly. Communicate with Housekeeping and Engineering on Out-of-Service/Out-of-Order rooms. Update Queue Rooms status and notify guests promptly when rooms are ready. Collaborate with Bellmen for guest moves and luggage assistance. Partner with Sales and Guest Relations to ensure special requirements are met. Coordinate and cover meal breaks for Front Desk Agents. Keep front desk stocked with supplies and maintain inventory. Clear express check-out box daily. Manage emails (Front Office & Barclay inbox), responding to guest requests and following up on folios, upgrades, or early check-in requests. Approve NOR1 upsells, assign upgraded rooms, and ensure charges are added to reservations. Enroll guests into loyalty programs and handle Perle/Message system requests. Enter and follow up on HotSOS guest requests and maintenance traces. Requirements
Prior front office supervisory experience in a luxury or upscale hotel preferred. Strong knowledge of Opera, Concerto, HotSOS, NOR1, and Sertify systems. Strong attention to detail, organizational skills, and a passion for delivering outstanding guest service. Excellent verbal and written communication skills; fluency in English required, additional languages a plus. Ability to work collaboratively in a multicultural, fast-paced environment. Willingness to work flexible hours, including weekends and holidays as needed. Physical ability to stand, walk, bend, and lift up to 25 pounds as part of daily duties. What You’ll Gain
Leadership experience in one of New York’s most iconic luxury hotels. Training in front office operations, financial processes, and guest service excellence. Exposure to VIP, airline crew, and high-profile guest handling. Opportunity to develop skills in interdepartmental coordination and team supervision. Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Hospitality As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s. We are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We pride ourselves on being genuine ambassadors of the InterContinental brand and invite you to join the world’s most international luxury hotel brand. Important information: The salary range listed is the lowest to highest pay scale we believe we would pay for this role at the time of posting. The range may be modified in the future, and pay may vary based on factors such as education, qualifications, experience, location, and business needs. No amount of pay is considered wages until earned. If you require reasonable accommodation during the application process, please click here. IHG does not accept applications from staffing or recruiting agencies. If you are applying in Washington state, please click here to read about applicable benefits.
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