Front Desk Supervisor

Job Description

Job Description

Benefits:

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

FRONT DESK SUPERVISOR

Delta Hotels by Marriott & Fairfield Inn & Suites by Marriott | Matteson, Illinois

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

POSITION SUMMARY

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.

ESSENTIAL RESPONSIBILITIES

FRONT DESK OPERATIONS

• 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.

LEADERSHIP & ASSOCIATE SUPERVISION

• 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.

MARRIOTT SERVICE STANDARDS

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.

GUEST SERVICE & SERVICE RECOVERY

• 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.

MARRIOTT BONVOY

• Ensure proper recognition of Marriott Bonvoy members.
• Support Front Desk Agents in understanding Bonvoy benefits and expectations.
• Verify guest loyalty information when appropriate.
• Ensure eligible members receive appropriate recognition.
• Assist guests with Bonvoy questions and concerns.
• Promote Marriott Bonvoy enrollment when appropriate.
• Ensure guest preferences and special requests are communicated appropriately.

RESERVATIONS & ROOM MANAGEMENT

• Review daily reservations and arrival information.
• Assist with reservation modifications and cancellations.
• Monitor room inventory and availability.
• Coordinate room readiness with Housekeeping.
• Assist with room moves and special accommodations.
• Monitor early arrivals and late departures.
• Review VIP and special-request arrivals.
• Assist with sold-out and overbooking situations according to hotel procedures.
• Ensure accurate guest and reservation information.

CASH, PAYMENT & AUDIT RESPONSIBILITIES

• Ensure Front Desk Agents follow all payment and cash-handling procedures.
• Review guest folios for accuracy.
• Assist with billing discrepancies.
• Monitor credit-card authorization issues.
• Ensure guest payment information remains confidential.
• Assist with shift balancing and financial procedures.
• Identify and report discrepancies promptly.
• Follow all hotel procedures regarding financial controls and payment security.

COMMUNICATION & CROSS-DEPARTMENT SUPPORT

The Front Desk Supervisor serves as a key communication link between hotel departments.

• Communicate effectively with Housekeeping regarding room status and guest needs.
• Communicate maintenance issues to Engineering/Maintenance.
• Coordinate with Food & Beverage regarding guest requests and hotel services.
• Communicate with Sales regarding groups and special requests.
• Maintain effective communication with management.
• Ensure important information is properly communicated between shifts.
• Use shift logs and approved communication systems appropriately.
• Support other departments when operationally necessary.

SAFETY & SECURITY

• Maintain knowledge of hotel emergency procedures.
• Ensure Front Desk associates follow safety and security procedures.
• Protect guest privacy and confidential information.
• Monitor unusual or suspicious activity.
• Report incidents immediately.
• Follow lost-and-found procedures.
• Maintain proper control of guest keys and access information.
• Complete required incident documentation.
• Support emergency response procedures when necessary.

FRONT DESK APPEARANCE & PROFESSIONALISM

The Front Desk Supervisor is responsible for ensuring that the Front Desk and lobby consistently reflect a professional Marriott environment.

• Maintain a clean, organized, and professional Front Desk.
• Ensure Front Desk associates maintain appropriate professional appearance and grooming.
• Ensure uniforms are worn properly and consistently.
• Ensure associates remain engaged and visible to guests.
• Personal cell phone use is not permitted while working , except when authorized by management.
• Maintain professional communication at all times.
• Address inappropriate behavior or appearance concerns promptly.
• Ensure the lobby remains welcoming and guest-ready.

TRAINING & DEVELOPMENT

• Assist with training new Front Desk associates.
• Reinforce Marriott brand standards and hotel procedures.
• Provide coaching on PMS, reservations, check-in/check-out, guest recovery, and payment procedures.
• Monitor new associate progress.
• Identify training opportunities.
• Assist management with implementing Front Office training programs.
• Encourage continuous learning and professional development.

REQUIRED QUALIFICATIONS

• Previous hotel Front Desk experience required.
• Previous supervisory or leadership experience strongly preferred.
• Marriott experience preferred.
• Previous experience with a hotel PMS required/preferred.
• Strong understanding of Front Office operations.
• Knowledge of Marriott Bonvoy standards preferred.
• Excellent customer-service skills.
• Strong verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to lead and coach associates.
• Ability to handle difficult guest situations professionally.
• Strong attention to detail.
• Ability to multitask in a fast-paced hotel environment.
• Dependable and punctual.
• Professional appearance and demeanor.
• Ability to work independently and as part of a team.

SCHEDULE & AVAILABILITY

Open availability is required.

The Front Desk Supervisor must be willing and able to work a flexible schedule based on hotel operational needs.

Schedules may include:

• Morning shifts
• Afternoon shifts
• Evening shifts
• Weekends
• Holidays
• High-occupancy periods
• Group arrivals and departures
• Special events
• Schedule adjustments based on business demands

The Supervisor must be willing to provide coverage when operationally necessary and demonstrate flexibility in supporting both properties.

Reliable attendance and punctuality are essential.

COMPENSATION

$20.00 per hour

PERFORMANCE EXPECTATIONS

Success in this position will be measured by:

• Guest satisfaction.
• Marriott service standards.
• Effective shift leadership.
• Front Desk operational efficiency.
• Check-in and check-out accuracy.
• Reservation accuracy.
• Guest recovery and issue resolution.
• Marriott Bonvoy recognition.
• Associate training and development.
• Front Desk appearance and organization.
• Communication between departments.
• Accurate payment and folio procedures.
• Attendance and punctuality.
• Professional appearance and conduct.
• Teamwork and accountability.

OUR EXPECTATION

The Front Desk Supervisor is not simply a person who oversees the desk—they are a working leader responsible for setting the standard for the entire Front Office team .

We expect the Supervisor to be visible, engaged, knowledgeable, and willing to step in wherever needed to ensure the operation runs successfully.

The ideal candidate will lead by example, coach with confidence, hold associates accountable, resolve guest concerns professionally, and consistently demonstrate the service culture expected of both Delta Hotels and Fairfield Inn & Suites by Marriott.

Every shift should begin with a clear plan, every associate should understand the expectations, and every guest should leave feeling welcomed, valued, and confident in the service they received.