Front Desk Supervisor - InterContinental New York Barclay

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.  

• 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. 

• 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. 

• 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. 

• 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.