Guest Relations Supervisor

About Us 

IHG Hotels & Resorts is one of the largest hotel companies in the world and one of the world’s leading hotel and resort companies with a family of 21 brands. Our purpose – True Hospitality for Good – comes to life in every one of our collections. With luxury and lifestyle, we are taking it to new heights.

Five visionary brands – InterContinental, Regent Hotels, Six Senses, Vignette Collection and Kimpton Hotels – make up our luxury collection. Individually, they are icons. Together, they bring unforgettable and unparalleled experiences to travelers in over 430 hotels and resorts in 100 countries around the world.

Having recently added a host of incredible properties to our portfolio, we now stand as one of the world’s leading luxury operators. Each of our hotels cultivates a distinctive style and ambience where we embrace every opportunity to give our guests unforgettable and unparalleled experiences.

About the hotel

The Willard InterContinental Washington, DC is one of the most iconic hotels in the Nation’s Capital. Since 1818, the Willard InterContinental Hotel has played host to the world’s social and political elite. Often referred to as the ‘Residence of Presidents’, The Willard has welcomed U.S. presidents, foreign dignitaries and celebrities, as well as has been the site of many historic moments in U.S. history. Located in the heart of the nation’s capital on Pennsylvania Avenue, the Willard continues to be the hotel of choice for heads of state and leaders of the world’s business, cultural, social and political sectors.

About the Guest Relations Supervisor position

First impressions count. To get our guests’ memorable experiences off to an unforgettable start, we’re looking for a Guest Relations Supervisor who can make transactions feel seamless, offer exceptional local insights, anticipate every request to make our guests feel right at home and guide the team to success.

A little taste of your day-to-day

Every day is different, but you’ll mostly be:

• Coaching your team to deliver truly memorable guest experiences
• Kicking off incredible guest experiences with the warmest of welcomes
• Acknowledging IHG Rewards Club members and returning guests
• Ensuring VIPS’s and key guests receive exquisite attention
• Making the check-in and check-out process feel swift and seamless
• Staying a step ahead of our guests’ needs to anticipate requests
• Offering tailored recommendations
• Being our guests’ trusted contact for everything from billing issues to restaurant recommendations

What we need from you

• Higher education qualification / equivalent in Hotel Management/ Business Administration
• 3 years of Front Office/Guest Service experience
• Communication skills – guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories
• Fluency in the local language – extra language skills would be great, but not essential

What you can expect from us

https://careers.ihg.com/en/job-details/?jobref=Guest+Relations+Supervisor+-+The+Willard+InterContinental+Washington%7cUS%7c164935#172435