Front Desk Supervisor

Job Description

Front Desk Supervisor
Courtyard Newark - University of Delaware

Newark, Delaware
Where Leadership Begins.
Help Create Exceptional Experiences from the Very First Hello.

This is more than a traditional Front Desk position. The Front Desk Supervisor serves as a working leader-coaching associates, supporting daily operations, solving problems in real time, and ensuring every guest interaction reflects the high standards of Marriott and our hotel.

Working alongside hotel leadership, this position plays a critical role in maintaining service excellence, developing associates, and keeping operations running smoothly in a fast-paced hospitality environment.

Success in this role will be measured by your ability to lead by example, solve problems proactively, support your team, and deliver exceptional guest experiences every shift. This position is ideal for someone who sees a challenge and immediately starts looking for solutions.
Why Join Our Team?

The Courtyard Newark - University of Delaware offers a unique hospitality environment at the intersection of higher education, athletics, business travel, and community engagement. As Front Desk Supervisor, you will play a key role in creating memorable guest experiences while helping develop a team committed to service excellence.

If you're an experienced Marriott Front Desk leader who enjoys coaching others, solving problems, and leading from the front, we'd love to hear from you.

Responsibilities

What You'll Do

• 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.
• Assist with 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.

Schedule Expectations

Hospitality is a 24-hour business, and flexibility is essential for success in this role. The Front Desk Supervisor must be available to work a variety of shifts, including mornings, evenings, weekends, and holidays, based on business needs.

The ideal candidate understands that leadership means supporting the team whenever and wherever needed, ensuring consistent service and operational excellence across every shift.

Qualifications

What We're Looking For
Required 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.

Preferred Qualifications

• Experience with Marriott property management systems.
• Some college coursework or degree.

The Ideal Candidate

You are:

• An experienced hotel leader who enjoys coaching and developing others.
• Comfortable balancing guest service with operational leadership.
• Calm under pressure and able to think quickly when unexpected situations arise.
• Flexible, dependable, and willing to work alongside your team during busy periods.
• Passionate about hospitality and committed to delivering memorable guest experiences.
• A positive role model who leads with professionalism, accountability, and integrity.
• Someone who understands that no task is beneath a leader and is always willing to jump in to help.

About Us

Shaner Hotel Group

Shaner Hotels is one of the foremost award-winning hospitality owner-operators and management companies in the hospitality industry. Our current portfolio consists of over 65 full-service, select-service, extended-stay and resort properties with more than 7,500 rooms in 14 states and four countries. We partner with the top Hospitality Brands including independent locations as well. We provide a variety of services for investors, hotel owners and brands-including hotel development, design and construction, e-commerce, and…