Front Office Supervisor - Instant Service Operations - Full Time

About Us

Welcome to the height of luxury, where heritage wonder and contemporary flair collide. Centrally positioned in the heart of Circular Quay, InterContinental Sydney extends breathtaking panoramic views of the Sydney Opera House and Sydney Harbour Bridge.

Set within the beautifully restored Treasury Building of 1851, InterContinental Sydney is renowned as one of the city’s prized icons. With 509 guest rooms including 28 luxury suites, an award-winning and world class Club InterContinental lounge and vibrant dining venues, a complete five-star experience awaits.

We invite you to join us at this incredibly exciting time for our Hotel, as part of our Front Office team as Front Office Supervisor (Full-time).

Your day to day

Join our team of our Front Office leadership team, your focus is to ensure a memorable guest experience is delivered, the team are motivated & departmental service and goals are met. 

As an Instant Service Center Supervisor, you will provide timely and professional telephone service for all incoming phone calls received primarily from external callers and in accordance to brand standards.

Your presentation, passion for service and eagerness to lead will be the key to creating a seamless, luxury experience for our guests and ensuring we are operating as a global world class InterContinental Hotel.

• Assist in supervising the PBXX function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, safety and emergency procedures, etc.
• Interacts and co-operates with other sections of Front Office and other hotel departments.
• Mentor and coach a team to provide the best guest experience.
• Monitor performance and recommend corrective actions.
• Answer calls within prescribed time frame, respond to caller in a professional manner and according to brand standards.
• Act as central communications point during emergency situations by having thorough knowledge of emergency, safety and security procedures.
• Ensure all telephone equipment and accessories are in proper working order.
• Respond to in-house guest concerns or complaints in a timely manner. Make appropriate service recovery gestures.
• Promote team work and quality service by attending daily briefings. Be aware of all in-house groups and VIP arrivals.
• Update the whiteboard information on a daily basis and ensures accuracy of information.
• Ensures that all wake-up call are handled efficiently.

What we need from you

• 1+ years’ experience in Front Office operations, including demonstrated experience in a leadership capacity at team leader or supervisor level
• Exceptional service standards and ability to lead within a VIP environment
• Qualifications or currently studying in Hotel Management and/or related field would be advantageous
• Excellent communication and language skills are advantageous
• Strong organisational, written & communication skills, with strong attention to detail
• Ability to work in a fast-paced environment & prioritise workload
• You must meet the legal requirements to live & work in Australia.

What we offer

In return, not only will you be rewarded with a competitive salary, you will also be rewarded with a range of benefits that supports you throughout your IHG career journey. 

• Some of the best colleague discounts across our IHG Hotels for accommodation, food and beverage
• An immense colleague discounts platform for all your favourite brands and retailers
• Paid Birthday Leave
• Enhanced parental leave program
• Proactive paid wellness and mental health days
• Most importantly, we’ll help you grow, and develop you as an individual.

We are proud to be InterContinental Sydney and proud to be IHG and we know you will be too.

Visit http://careers.ihg.com/ to find out more about us.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today and let's #GoFurtherTogether.