Front Office Supervisor

Front Office Supervisor

Reports To: Assistant Front Office Manager

Department: Front Office Management - 010000

Shift: Varies

Role: The Front Office Supervisor is responsible for supporting and coaching associates, as well as following-up with guests. The Front Office Supervisor is a working body, and assists any front office associates as needed. They are also responsible for generating new ideas and to help the front office team in being efficient; and to perform job responsibilities satisfactorily and to according to department standards. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values.

Qualifications:

• Education: High School Diploma or GED
• Experience: Must have a minimum of one year experience in front office operations.
• 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.
• Ensuring accuracy in billing, reservations, and guest information.
• Understanding compliance, safety standards, and company guidelines.
• Must possess basic computer skills to include Word, Excel, Internet and e-mail.
• Basic understanding of cash handling, credit card processing, and reporting.
• Ability to work in a fast-paced environment and handle pressure during peak times.

Required Work Cards needed:

• Valid Clark County Health Card
• Valid Las Vegas Alcohol Awareness Card (TAM Card)

Key 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.

The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.

Essential Job Functions:

The physical demands described here reflect the essential functions of this position. In compliance with the Americans with Disabilities Act (ADA) and Nevada Revised Statutes (NRS) 613.330, reasonable accommodations will be provided to qualified individuals with disabilities.

Work is performed in a (type of location, i.e., office, kitchen, restaurant, casino, etc.) environment and in other locations throughout the property. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases too loud. Additionally, smoking is permitted in casino areas consistent with Nevada state regulations, which are followed by the employer.

• Interacts with management, applicants, fellow Associates and/or guests.
• Ability to verbally communicate effectively with guests and coworkers
• Requires prolonged sitting or standing and mobility.
• Requires bending and reaching.
• Requires transporting, pushing, pulling, and maneuvering items weighing up to 30lbs.
• Requires lifting items weighing up to 30lbs.
• Prolonged periods of standing and/or walking
• Requires eye/hand coordination.
• Requires use of standard office equipment.
• Requires basic math.
• Requires the ability to distinguish letters, numbers and symbols.
• Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.
• Exposure to cleaning chemicals