Front Desk Supervisor

About the role

Working at the Courtyard Memphis East Bill Morris Parkway offers professional growth within the globally recognized Marriott brand, access to comprehensive training, and career development opportunities. Located in the heart of East Memphis, the hotel is minutes from Memphis Airport, FedEx Headquarters, and International Paper. Team members help create a welcoming environment, whether serving meals at the Courtyard Bistro or supporting business and private events in the flexible venue. The convenient location provides easy access to the airport and downtown Memphis attractions, making each day an exciting experience. The role offers a fast‑paced, supportive setting for building a career in hospitality.

Responsibilities

• Guest Check-In and Check-Out: Assisting guests with the check-in and check-out process efficiently, ensuring a smooth and welcoming experience.
• Reservations Management: Handling room reservations, cancellations, and modifications accurately while maintaining up-to-date records.
• Customer Service: Responding promptly and professionally to guest inquiries, complaints, and special requests, aiming to exceed guest expectations.
• Payment Processing: Handling payment transactions, including room charges, deposits, and refunds, while ensuring accuracy and compliance with hotel policies.
• Communication Hub: Coordinating with other hotel departments, such as housekeeping and maintenance, to address guest needs and resolve issues promptly.
• Providing Information: Offering information about hotel services, amenities, local attractions, and transportation options to assist guests with their plans.
• Problem-Solving: Resolving guest concerns or complaints effectively, escalating issues when necessary to maintain satisfaction.
• Maintaining Records: Keeping accurate and organized records of guest stays, payments, and interactions in the hotel’s property management system (PMS).
• Promoting Hotel Services: Upselling rooms and promoting hotel amenities, such as dining options or event spaces, to enhance the guest experience.
• Ensuring Security: Following safety and security protocols to safeguard guests, staff, and property, including verifying guest identification and monitoring for suspicious activity.

Requirements

• Previous experience in customer-facing roles, such as in hospitality, retail, or food service, is often required or preferred.
• Strong interpersonal skills and a focus on delivering exceptional service are essential.
• Familiarity with using computers and software systems, especially reservation or property management systems (PMS).
• Strong verbal and written communication skills are necessary for interacting with guests and team members professionally and clearly.
• Experience handling guest complaints or resolving conflicts in a calm and effective manner is an asset.
• Previous roles that required managing multiple tasks, such as answering phones, handling reservations, and assisting guests simultaneously, prepare candidates for the demands of the job.
• Hospitality or Front Desk Experience (Preferred).
• A high school diploma or equivalent.
• Experience in jobs with irregular hours, such as evening, weekend, or holiday shifts, helps demonstrate adaptability to the hospitality industry's demands. Applicants should have flexibility to work weekends & holidays.

Benefits

• Medical, Dental and Vision coverage.
• 401(k) with company match.
• SAME DAY PAY.
• Flexible spending accounts.
• Vacation, Personal