IHG Guest Relations Supervisor - InterContinental Chicago Magnificent Mile in Chicago, Illinois


THE JEWEL OF CHICAGO'S MAGNIFICENT MILE InterContinental Chicago is a lot like the city itself; historic but hip, refined but relaxed, cultured but comfortable. A member of Michigan Avenue's architectural elite since 1929, our hotel is within easy reach of Chicago's incomparable museums, stores, theatres and restaurants. Navy Pier, Shedd Aquarium and Oak Street Beach are minutes away.

The InterContinental Hotel Group owns, operates and franchise more than 9,000 hotels, 120 million stays per year in nearly 100 countries. Our people lie at the heart of our business - and by bringing your expertise and passion to IHG; you will help us to achieve our goal of creating Great Hotels Guest Love.

The Career Opportunity: Guest Relations Supervisor

Under the general direction of the Director of Front Office, and within the limits of established IHG and local hotel policies and procedures, coordinates and manages the vital communication between hotel guest needs and hotel staff. Ensures guest satisfaction during the stay at the hotel, while attending to VIP Guest special amenities and requests. Promote all hotel policy, procedure and programs offered by the hotel and company.


  • Meets daily with Assistant Director of Front Office to review daily assignments and priorities, review business status and follow up items as well as Daily VIP's and Site Visits

  • Responds to all inquires promptly

  • Maintains awareness of VIP guests in-house, repeat VIP guests and VIP arrivals

  • Communicates with all departments pertaining to VIP arrivals, special VIP requests and any changes, especially Front Office, Room Service, Housekeeping, Engineering and other Department Managers

  • Completes daily HotSOS entries for show rooms and VIP rooms to ensure all work orders for maintenance repairs as well as cleanliness are submitted to Engineering and Housekeeping and ensure the tasks are followed up

  • Maintain complete knowledge of the following: Hotel features, services and hours of operation, Room types, Room rates, Daily VIP arrivals, etc.

  • Check Guest Relations storage areas for proper supplies, organization and cleanliness

  • Assign crew rooms daily and handles the registration process

  • Work closely with Housekeeping department to ensure accurate status of each VIP room, readiness of room for check-in and to report guest concerns

  • Updates hotel packages, local negotiated accounts, long stay and high rate guest reservations to ensure reservation accuracy and proper follow up

  • Consistently monitors daily Priority Club arrivals to ensure levels are quoted accordingly

  • VIP Amenities - completes daily amenity report, distributes report to designated personnel, work with Room Service to ensure amenities are delivered, etc.

  • Welcome cards: ensures each VIP guests receives welcome card, coordinates accordingly with Sales, Conference Services, Catering, Executive Office and related individuals

  • Completes VIP reservations (at least 3 days out), based on available recourses (history, profile notes, guest contact information, Sales, Director of Front Office, Executive Office) accordingly with proper room assignment, comments, traces, alerts, colors, preferences, routing to ensure reservation accuracy

  • Prepare daily call backs for the Hotel Manager

  • Complete daily VIP call backs

  • Accommodate room changes expediently and communicate such changes to appropriate personnel

  • Monitors VIP arrivals, greets VIP Guests and escorts them when applicable

  • Handles guest complaints independently, goes above and beyond (within reason), completes with follow up by following the Hotel procedures and ensuring guest satisfaction

  • Assists VIP guests as required with, but not limited to, theater/airline/rail tickets and restaurant and transportation reservations

  • Ensures proper training within the department, assigns and directs work with approval of the Assistant Director of Front Office

  • Attends designated meetings which include 10 day, Front Desk and the weekly Guest Relations Meeting

  • Overviews and coordinates the Hotel House Status

  • Responsible for coordinating Q rooms with appropriate departments during the day

  • Takes over Rooms Coordinator responsibilities and controls room blocking and balances room category overbookings

  • Perform other duties, tasks and special projects as assigned


Qualifications: High School diploma or equivalent. Must speak fluent English, using correct grammar (speaking other languages is desirable). Two years previous experience in Hospitality Supervisory/Management role. Prior experience as Guest Relations Officer or comparable position is desirable. Prior experience working with Hotel Property Management systems and Rewards/VIP Programs. Proficient in Microsoft Applications including: Word, Outlook, Powerpoint and Excel.

Other Information - You will be required to work nights, weekends, and/or holidays.

This job also requires: Environment Required Behaviors/Abilities

  • Guest/Client focused - ability to interact on a regular basis

  • Must show respect and sensitivity for cultural differences

  • Detail orientated individual with ability to multi-task in fast paced environment

  • Ability to maintain a highly positive and friendly image that will reflect well on hotels overall appearance

  • Ability to adhere to hotels grooming standards; policy and procedures

  • Ability to work and make excellent independent judgment decisions

  • Ability to maintain a positive attitude

  • Confident individual who is willing to assume responsibility

  • Demonstrates high degree of drive and determination

  • Adaptive and flexible, team player

  • Ability to maintain confidentiality of all guests and hotel information

  • Ability to ensure security of guestroom access

  • Ability to remain stationary at assigned post for extended periods of time

What's your passion? Whether you're into sports, shopping or karaoke, 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.

What Do You Get?

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Do you see yourself as a Guest Relations Supervisor? Please get in touch and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans

Job: Hotel General Management

Location: IL-Chicago

Requisition ID: R142814