Front Desk Supervisor

Benefits:

• 401(k)
• Competitive salary
• Employee discounts
• Free uniforms
• Paid time off

Department: Front Office / Rooms Division

Reports To: Front Office Manager / General Manager

Position Type: Full-Time

Hourly Rate: $20.00 per hour

Schedule:
Open Availability – AM, PM, Weekends & Holidays

The Front Desk Supervisor is responsible for supporting the daily operations of the Front Office across the Delta Hotels by Marriott and Fairfield Inn & Suites by Marriott dual-brand properties
.

This is a hands‑on leadership position requiring the Supervisor to actively support the Front Desk team while maintaining exceptional guest service, operational efficiency, and adherence to Marriott brand standards.

The Front Desk Supervisor serves as a leader on the floor and is responsible for assisting with guest arrivals and departures, reservations, billing, guest recovery, Marriott Bonvoy recognition, Front Desk procedures, associate training, and shift leadership.

The ideal candidate is a confident hospitality professional who can lead by example, make sound decisions, resolve guest concerns, coach associates, and maintain a professional and welcoming Front Desk environment.

• Supervise daily Front Desk operations during assigned shifts.
• Actively work the Front Desk and lead by example.
• Ensure efficient and accurate guest check‑in and check‑out.
• Review arrivals, departures, VIPs, groups, special requests, and room assignments.
• Monitor room availability and coordinate closely with Housekeeping.
• Ensure guest requests are addressed promptly.
• Monitor lobby and Front Desk activity.
• Maintain accurate shift logs and required operational documentation.
• Ensure all Front Desk procedures are followed consistently.
• Assist with opening and closing procedures as assigned.
• Ensure proper completion of shift checklists and reports.

• Provide direction and support to Front Desk Agents during each shift.
• Assign responsibilities based on business levels and operational needs.
• Monitor associate performance and adherence to Front Desk procedures.
• Coach associates when service or performance standards are not being met.
• Provide immediate feedback when appropriate.
• Recognize associates who demonstrate exceptional service.
• Assist with training and onboarding of new Front Desk associates.
• Ensure associates understand Marriott and hotel service expectations.
• Maintain appropriate staffing coverage throughout the shift.
• Communicate staffing concerns to Front Office leadership.
• Assist with scheduling and coverage when directed.
• Promote teamwork and accountability.
• Serve as a positive role model for the Front Office team.

The Front Desk Supervisor is expected to be a leader of Marriott service culture
.

Responsibilities include:

• Ensure every guest is greeted and acknowledged promptly.
• Reinforce genuine hospitality and professional communication.
• Ensure associates anticipate guest needs.
• Monitor guest interactions and coach associates when necessary.
• Ensure guest concerns are addressed with urgency and empathy.
• Reinforce Marriott brand standards throughout every shift.
• Maintain a professional, polished, and welcoming Front Desk environment.
• Ensure the team understands that guest satisfaction is the responsibility of every associate.
• Lead by example by consistently demonstrating exceptional hospitality.

• Take ownership of escalated guest concerns.
• Listen carefully and demonstrate empathy.
• Resolve guest issues within established authority.
• Escalate significant issues to the Front Office Manager or General Manager.
• Document guest complaints and service recovery according to hotel procedures.
• Follow up with guests to ensure concerns have been properly addressed.
• Identify recurring guest issues and communicate trends to leadership.
• Empower Front Desk Agents to resolve appropriate guest concerns.
• Maintain professionalism when dealing with upset or difficult guests.

• Ensure proper recognition of Marriott Bonvoy members.
• Support Front Desk…