Front Desk Supervisor - InterContinental New York Barclay

Job Overview

Do you see yourself as a Front Desk Supervisor? What's your passion? Whether you're into sports, shopping, or just reading a good book, at IHG we're interested in YOU. At IHG, we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.  

Duties And Responsibilities

Front Desk Operations

• 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.

Guest Arrivals & Departures 

• 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.

VIP & Special Handling

• 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. 

Interdepartmental Collaboration

• 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.

Administrative & Supervisory Support 

• 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. 

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?