Front Office Supervisor

Reports to: Assistant Front Office Manager

About the role

The Front Office Supervisor supports and coaches associates, follows up with guests, and assists front office associates as needed. This role generates new ideas to improve team efficiency, performs job responsibilities according to department standards, and adheres to all company, safety, and department policies. The supervisor fosters teamwork, provides excellent guest service, and builds brand loyalty by living the JW Marriott Core Values.

Responsibilities

• Oversee the operations of AYS (At Your Service), Bell/Valet, Front Desk, and Concierge teams to ensure seamless guest experiences.
• Train, mentor, and support team members to deliver exceptional service and uphold brand standards.
• Lead by example, demonstrating professionalism and a commitment to guest satisfaction.
• Provide coaching, counseling, and performance management, including documentation and disciplinary actions when necessary.
• Ensure all company policies, procedures, and service standards are consistently followed by staff.
• Maintain thorough knowledge of emergency procedures and ensure team preparedness.
• Monitor and verify completion of all daily operational tasks and checklists.
• Respond to and fulfill reasonable management requests within the scope of the role.

Requirements

• High School Diploma or GED.
• Minimum of one year experience in front office operations.
• Valid Clark County Health Card.
• Valid Las Vegas Alcohol Awareness Card (TAM Card).

Skills

• Ability to read, write, and communicate effectively in English, both verbally and in writing.
• Excellent customer service skills and telephone etiquette.
• Ability to supervise front desk staff, delegate tasks, and maintain team morale.
• Strong interpersonal skills to handle guest inquiries, complaints, and ensure a positive experience.
• Clear verbal and written communication for interacting with guests, staff, and management.
• Ability to quickly resolve guest issues and operational challenges.
• Efficiently manage schedules, check-ins/outs, and daily operations.
• Familiarity with Property Management Systems (PMS), reservation software, and basic computer skills (Word, Excel, Internet, and email).
• Ensuring accuracy in billing, reservations, and guest information.
• Understanding of compliance, safety standards, and company guidelines.
• Basic understanding of cash handling, credit card processing, and reporting.
• Ability to work in a fast-paced environment and handle pressure during peak times.

Essential Job Functions

• Work is performed in various environments throughout the property, including office, casino, and other locations.
• Must tolerate varying conditions of noise level, temperature, illumination, and air quality.
• Noise level is usually moderate but can become loud on the casino floor.
• Smoking is permitted in casino areas per Nevada state regulations.
• Interacts with management, applicants, fellow associates, and guests.
• Requires prolonged sitting or standing and mobility.
• Requires bending, reaching, transporting, pushing, pulling, and maneuvering items weighing up to 30 lbs.
• Requires lifting items weighing up to 30 lbs.
• Requires eye/hand coordination and use of standard office equipment.
• Requires basic math and the ability to distinguish letters, numbers, and symbols.
• Ability to comply with policies, procedures, daily memorandums, chemical labels (MSDS), and other instructions.
• Exposure to cleaning chemicals.