Front Office Supervisor

About the Company At InterContinental Hotels & Resorts, we take pride in being the world's largest family of luxury hotels. Our reputation is built on decades of international expertise and local insights, allowing us to create warm and sophisticated experiences for travelers seeking a richer perspective on the world. Each of our hotels showcases a distinctive style and ambiance, and we seize every opportunity to provide our guests with personal and enriching experiences. InterContinental Auckland stands as a gateway to luxury in the heart of the waterfront. We are currently looking for a passionate and experienced Front Office Supervisor to join our esteemed Guest Services team. If you possess a flair for hospitality and leadership, we would love to hear from you. About the Role As the Front Office Supervisor, you will play a vital role in shaping our guest experience, ensuring a warm welcome and a smooth farewell. You will support the Duty Managers and Rooms Division Manager in overseeing front desk operations, guiding our dedicated front office team, and ensuring seamless service delivery at all times. Your responsibilities will include: - Supervising, supporting, and motivating the front office, concierge, and bell teams to deliver exceptional guest service. - Providing hands-on assistance during check-in/check-out and VIP guest arrivals, creating personalized and memorable experiences. - Leading by example with a visible presence in the lobby and proactively addressing guest needs or concerns. - Coordinating daily front desk operations, managing team rosters, and ensuring effective communication between departments. - Reviewing guest feedback and operational reports to identify service enhancements and training opportunities. - Conducting routine inspections of rooms and the lobby to ensure quality, cleanliness, and compliance with hotel standards. - Assisting with financial tasks such as shift auditing, billing accuracy, upselling, and reporting. - Upholding health and safety and emergency procedures, ensuring the well-being of both guests and colleagues at all times. Requirements We expect candidates to have the following qualifications: - A minimum of one year of experience in a Front Office or Guest Services supervisory role, preferably in a luxury hotel environment. - A tertiary qualification in Hospitality or Tourism Management is advantageous. - A current First Aid Certificate, LCQ, and Manager’s Certificate are preferred. - Confidence in leading a team, managing daily operations, and handling guest escalations with care and professionalism. - Proficiency in hotel property management systems (PMS), Microsoft Office Suite, and reporting tools. - Strong communication and interpersonal skills, with the ability to build rapport with both guests and colleagues. - Flexibility to work rotating shifts, including weekends, public holidays, and overnight shifts when necessary. - Valid working rights for New Zealand. Benefits We are committed to providing our team with everything they need to succeed. This includes a competitive salary that rewards your hard work, along with a wide range of benefits designed to enhance your work-life balance. Benefits include a full uniform, impressive room discounts, and some of the best training in the industry. At IHG, we deliver True Hospitality for Good, ensuring that our guests and colleagues feel welcome, cared for, recognized, and respected, no matter where they are in the world. If you are ready to embrace a world of opportunities and become part of a brand that has pioneered international travel since the 1940s, we welcome you to join us at InterContinental Hotels & Resorts. If you believe you would be a great fit for this role but do not meet every single requirement, we encourage you to apply. We look forward to starting this journey with you.