Front Office Supervisor

Job Description

Job Description

Job description:

Leading the First Impression of Luxury Hospitality
InterContinental at Doral Miami | IHG Hotels & Resorts

At InterContinental at Doral Miami, the Front Office is more than a department, it’s the heart of the guest journey. As a Front Office Supervisor , you set the tone, lead with confidence, and inspire your team to deliver memorable experiences around the clock. If you are a hands‑on leader who thrives in overnight operations and believes in empowering people, this is your opportunity to grow within a world‑class hospitality brand.

We are driven by purpose, people, and possibility:

• Inspire Incredible – Every interaction is an opportunity to exceed expectations.
• Discover – Learn, grow, and refine your leadership within a global luxury brand.
• Empowerment – We trust our leaders to coach, guide, and make meaningful decisions.
• Possibility – Front Office leadership opens doors to long‑term growth across IHG Hotels & Resorts.

As a Front Office Supervisor, you are the bridge between guests, team members, and hotel leadership. You ensure operational excellence, guest safety, revenue optimization, and exceptional service delivery while mentoring and motivating a diverse team.

What You’ll Do

Leadership & Team Development

• Lead, mentor, and coach Front Office team members with ongoing feedback
• Support professional development and assist with conflict resolution
• Train team members on systems, security procedures, cash handling, and service standards

Guest Experience & Operations

• Oversee Front Office operations and ensure seamless transitions between shifts
• Deliver smooth, professional check‑in and check‑out experiences
• Address guest concerns using ILEAD and Service Recovery principles
• Conduct routine inspections of Front Office and public areas, correcting deficiencies promptly

Revenue & Performance

• Review daily business levels and anticipate operational challenges
• Implement strategies to increase occupancy and ADR through walk‑ins and upselling
• Monitor guest interactions to ensure warm, professional, and brand‑aligned communication

Compliance & Controls

• Oversee billing instructions and guest credit in alignment with hotel credit policies
• Ensure accuracy, security, and compliance in all cash and financial transactions

Collaboration

• Communicate effectively with all hotel departments to support operational continuity
• Perform additional duties as assigned to support hotel success

What You Bring

• Minimum 2 years of hotel front office or supervisory experience (required)
• Overnight Front Desk or Night Audit experience (required)
• OPERA PMS proficiency (strongly preferred)
• Experience in a branded hotel environment (IHG, Marriott, Hilton, etc.)
• Proven ability to lead multicultural teams and resolve guest challenges
• Strong communication, problem‑solving, and upselling skills
• Bilingual: English & Spanish (required)
• Solid understanding of service recovery, guest standards, and credit/billing policies

About You

You are calm under pressure, confident overnight, and passionate about hospitality. You understand hotel rhythms, anticipate needs before they arise, and lead with empathy and accountability. You balance structure with warmth and take pride in developing others while protecting the guest experience at all times.

Why You’ll Love Working with Us: Exceptional Health Benefits

• $0 Copays
• $0 Deductibles
• $0 Out‑of‑Pocket Costs
• Because peace of mind matters as much as performance.

Rewards & Perks

• Competitive pay
• Free on‑site parking
• Complimentary meals

Growth & Opportunity

• Career development
• Cross‑training and advancement opportunities
• Employee room rates at IHG and InterContinental Hotels worldwide

Additional Benefits

• Dental & Vision coverage
• Company‑matching 401(k)
• Life insurance

Additional Information

• Drug‑free workplace
• U.S. work authorization required

Our Commitment

InterContinental at Doral Miami is an Equal Opportunity Employer . We value diversity and are committed to fostering an inclusive, respectful workplace where all team members can thrive.

Join us and lead where excellence begins—at the Front Desk.
Apply today and take the next step in your hospitality leadership journey.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Food provided
• Free parking
• Health insurance
• Life insurance
• Paid jury duty
• Retirement plan
• Vision insurance

Work Location: In person