Front Desk Supervisor

Role Overview

Front Desk Supervisor at Marriott. This position manages guest check-in operations and supervises front desk team members at a hotel property.

Role Purpose

Deliver exceptional front desk service by processing guest transactions accurately, managing daily financial operations, and leading front desk staff through training, coaching, and operational oversight.

Key Responsibilities

Guest Operations

• Process all guest check-ins, verifying guest identity, form of payment, and room assignment.
• Activate and issue room keys.
• Set up accurate guest accounts according to individual requirements.
• Enter Marriott Rewards information for each guest.
• Verify that rates match market codes and document any exceptions.
• Secure payment prior to issuing room keys.
• Verify and adjust guest billing as needed.
• Supply guests with directions and property information.
• Accommodate guest requests and contact appropriate staff when necessary.
• Follow up to ensure guest requests have been met.

Financial Operations

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

Guest Service & Communication

• Welcome and acknowledge all guests.
• Anticipate and address guests' service needs.
• Assist individuals with disabilities.
• Thank guests with genuine appreciation.
• Speak using clear and professional language.
• Answer telephones using appropriate etiquette.

Team Leadership & Supervision

• 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/Open Door Policy process.
• Develop and maintain positive working relationships with team members.
• Support the team to reach common goals.
• Listen and respond appropriately to employee concerns.

Compliance & Safety

• Follow company policies and procedures at all times.
• Report accidents, injuries, and unsafe work conditions to the manager.
• Complete safety training and certifications.
• Notify Loss Prevention and Security of any guest reports of theft.
• Maintain confidentiality of proprietary information.
• Protect company assets.
• Ensure adherence to quality standards.

Administrative & Systems

• Prepare and review written documents accurately and completely.
• Enter and locate information using computers and POS systems.
• Maintain a clean and professional personal appearance.

Physical Requirements

• Stand, sit, or walk for extended periods of time.
• Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance.

General Duties

• Perform other reasonable job duties as requested by supervisors.

Qualifications & Experience

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience in front desk or hotel operations.
• At least 1 year of supervisory experience.

Additional Information

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