Front Desk Supervisor

Responsibilities

• Lead the Front Desk team by example while providing exceptional guest service during every shift.
• Assist with the daily operation of the Front Desk, including check-ins, check-outs, guest requests, and issue resolution.
• Support training and development of Front Desk associates while reinforcing Marriott and hotel service standards.
• Coach associates through challenging situations and empower them to make guest-focused decisions.
• Monitor arrivals, departures, VIP guests, room availability, and special requests to ensure a seamless guest experience.
• Work closely with Housekeeping, Engineering, Sales, and other departments to coordinate daily hotel operations.
• Handle guest concerns professionally and resolve issues with confidence and urgency.
• Aid in cash handling, credit procedures, room inventory management, and operational controls.
• Support labor management by assisting with shift coverage and day-to-day staffing needs.
• Serve as the Manager on Duty when assigned and provide leadership throughout the hotel as business demands require.
• Jump in wherever needed to support the operation and ensure the success of the team.

Qualifications

• Previous Marriott Front Desk experience is required.
• Previous Front Desk supervisory experience in a hotel environment is required.
• Strong understanding of Marriott service standards, guest recovery, and front office operations.
• Excellent communication, leadership, and conflict-resolution skills.
• Ability to make sound decisions in a fast-paced environment while maintaining professionalism and composure.
• Strong organizational skills with exceptional attention to detail.
• Ability to multitask while maintaining a positive attitude and guest-first mentality.
• Working knowledge of hotel property management systems and front office procedures.