Front Desk Lead

About the role

SpringHill Suites by Marriott Rosenberg is seeking an experienced and service-oriented Front Desk Supervisor to oversee the daily operations of the Front Desk and ensure an exceptional guest experience.

Responsibilities

• Supervise, train, coach, and motivate Front Desk associates to ensure exceptional guest service and adherence to Marriott brand standards.
• Create and manage Front Desk schedules to ensure appropriate staffing levels.
• Process guest check-ins and check-outs efficiently, confirm reservations, assign rooms, and issue room keys.
• Handle guest requests, concerns, and complaints promptly and professionally, ensuring guest satisfaction and service recovery when needed.
• Maintain confidentiality of guest information and adhere to company privacy policies.
• Ensure the Front Desk, lobby, and public areas are clean, organized, and welcoming.
• Cookordinate with Housekeeping and Maintenance teams to ensure rooms are ready and guest issues are resolved promptly.
• Process cash, credit card, and other payment transactions accurately and reconcile cash drawers at the end of each shift.
• Generate and review daily operational reports, including arrivals, departures, VIP arrivals, and special requests.
• Monitor staff performance, provide coaching, and participate in performance evaluations.
• Assist guests with directions, recommendations, and information about the hotel, local attractions, and surrounding Rosenberg area.
• Complete administrative duties, including filing, record maintenance, and responding to emails and phone inquiries.
• Ensure all Front Desk activities, including reservations, guest communications, and service requests, are completed efficiently and accurately.
• Support management with special projects and perform other duties as assigned.

Requirements

• Minimum of two (2) years of hospitality experience.
• Minimum of two (2) years of Front Desk experience, preferably in a Marriott-branded hotel.
• At least one (1) year of supervisory or leadership experience, preferably in hospitality.
• Experience with hotel property management systems, preferably Agilysys Stay PMS and Marriott systems.
• Proficiency in Microsoft Windows, Microsoft Office Suite, spreadsheets, and word processing applications.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Able to multitask and manage time effectively in a fast-paced environment.

Qualifications

• High school diploma or equivalent required; hospitality-related education is a plus.

Skills

• Ability to stand and walk for extended periods.
• Frequent bending, stooping, kneeling, crouching, and reaching.
• Able to lift, carry, push, and pull up to 50 pounds occasionally.
• Able to work flexible schedules, including nights, weekends, and holidays.

Benefits

SpringHill Suites by Marriott Rosenberg offers a comprehensive benefits package that includes health insurance, retirement plans, paid time off, and more.

Pay

The pay range for this position is $18.00 - $22.00 per hour based on experience and qualifications.

Schedule

This position is available on a full-time basis with flexible hours to accommodate the needs of the hotel and the individual.