Front Desk Supervisor

Role Overview

Front Desk Supervisor at Marriott. This is a front-line supervisory position responsible for managing guest check-in operations, cashiering, team leadership, and ensuring service excellence.

Role Purpose

Oversee all guest arrivals and departures, manage front desk cash and account operations, supervise and develop front desk staff, and ensure guests receive exceptional service and accurate account management throughout their stay.

Key Responsibilities

Guest Check-In & Account Management

• Process all guest check-ins, verifying guest identity, form of payment, and assigning rooms.
• Activate and issue room keys.
• Set up accurate accounts for each guest according to their requirements.
• Enter Marriott Rewards information for all guests.
• Ensure rates match market codes and document exceptions.
• Secure payment prior to issuing room keys.
• Verify and adjust billing as needed.

Cashier & Financial Operations

• Process all payment types, vouchers, paid-outs, and charges.
• Balance and drop receipts.
• Count and secure bank at beginning and end of shift.
• Obtain manual authorizations and follow all Accounting procedures.
• Complete cashier and closing reports.
• Compile and review daily reports, logs, and contingency lists.

Guest Service & Communication

• Supply guests with directions and property information.
• Accommodate guest requests and contact appropriate staff as necessary.
• Follow up to ensure guest requests have been met.
• Welcome and acknowledge all guests.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.

Loss Prevention & Security

• Notify Loss Prevention and Security of any guest reports of theft.

Team Leadership & Development

• Assist management in training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment and Open Door Policy process.
• Develop and maintain positive working relationships with team members.
• Support team to reach common goals.
• Listen and respond appropriately to employee concerns.

Compliance & Safety

• Follow company policies and procedures.
• Report accidents, injuries, and unsafe work conditions to manager.
• Complete safety training and certifications.
• Ensure personal appearance is clean and professional.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Ensure adherence to quality standards.

General Operations

• Speak using clear and professional language.
• Prepare and review written documents accurately and completely.
• Answer telephones using appropriate etiquette.
• Enter and locate information using computers and POS systems.
• Stand, sit, or walk for an extended period of time.
• Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.
• Perform other reasonable job duties as requested by supervisors.

Qualifications & Experience

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 1 year of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.

Additional Information

Marriott International is committed to being an equal opportunity employer, welcoming all candidates and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.