Front Desk Supervisor

Job Title: Front Desk Supervisor
Pay Rate: $22/hr - $23/hr
Location: AC Hotel Los Angeles South Bay, CA
Department: Front Office
Position : Hourly, Full Time
Reports To: Director of Front Office /Front Office Manager/ General Manager

This job description summarizes the primary responsibilities and qualifications of the position. It is not intended to include every duty or qualification that may be required now or in the future.

POSITION SUMMARY

The Front Desk Supervisor supports the daily operation of the Front Office and provides direct supervision, guidance, and support to Front Desk associates. This position helps ensure exceptional guest service, accurate front desk transactions, associate accountability, and compliance with hotel policies, AC Hotels by Marriott brand standards, and all applicable federal, state, and local regulations.
The Front Desk Supervisor oversees guest arrivals and departures, room assignments, payment processing, Marriott Bonvoy enrollment and recognition, guest requests, service recovery, and shift operations. This role serves as a leader and point of contact during the shift, helping resolve guest and operational concerns promptly, professionally, and effectively.
The hotel operates 24 hours a day, seven days a week. Availability to work a flexible schedule, including mornings, evenings, overnight shifts, weekends, and holidays, may be required based on business needs.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Leadership and Supervision

• Supervise Front Desk associates and coordinate daily Front Office operations during assigned shifts.
• Lead by example by maintaining a professional, positive, and guest-focused presence.
• Communicate daily priorities, hotel updates, occupancy information, VIP arrivals, special requests, and operational concerns to the Front Desk team.
• Ensure associates understand and consistently follow hotel policies, procedures, service expectations, and AC Hotels by Marriott brand standards.
• Assist with training and onboarding new Front Desk associates.
• Provide ongoing coaching, feedback, recognition, and performance support.
• Address performance or conduct concerns promptly and communicate significant matters to Front Office leadership and Human Resources.
• Help maintain a respectful, professional workplace free from harassment, discrimination, and retaliation.
• Ensure appropriate Front Desk coverage and communicate staffing concerns to management.
• Conduct shift briefings and ensure an organized transition between shifts.

Guest Service and Front Desk Operations

• Welcome and assist guests in a warm, professional, and efficient manner.
• Supervise and process guest check-ins, check-outs, room assignments, room changes, and key requests.
• Verify guest identification, payment methods, reservations, rates, and room details in accordance with hotel procedures.
• Review arrivals, departures, special requests, VIPs, Marriott Bonvoy members, and group reservations.
• Recognize Marriott Bonvoy members and support the hotel's enrollment and loyalty recognition goals.
• Promote available room types, hotel services, and approved upselling opportunities.
• Answer questions regarding hotel amenities, local attractions, transportation, dining, events, and area information.
• Respond promptly to guest requests, concerns, and complaints.
• Perform service recovery within established authority and escalate serious or unresolved concerns to management.
• Coordinate with Housekeeping, Engineering, Food and Beverage, Sales, and other departments to resolve guest needs.
• Handle oversold situations and guest relocations professionally and in accordance with hotel and brand procedures.
• Maintain accurate guest profiles, reservation notes, traces, and shift records.
• Protect guest privacy and confidential hotel information at all times.

Reservations, Payments, and Cash Handling

• Process same-day and future reservations, reservation changes, cancellations, and pre-registration requests.
• Review and manage room blocks, special requests, and room assignments as appropriate.
• Process guest payments in compliance with cash-handling, credit-card, accounting, and fraud-prevention procedures.
• Maintain accurate cash banks, deposits, receipts, adjustments, and supporting documentation.
• Review guest folios and assist with resolving billing questions or discrepancies.
• Follow proper procedures for credit-card authorization, incidental holds, direct billing, refunds, and disputed charges.
• Complete shift audits, reports, checklists, and reconciliations accurately and on time.
• Immediately report suspected fraud, payment irregularities, or cash discrepancies to management.

Safety, Security, and Compliance

• Follow all hotel safety, emergency, security, sanitation, and loss-prevention procedures.
• Respond appropriately to emergencies, alarms, guest incidents, medical situations, evacuations, and safety concerns.
• Promptly report accidents, injuries, missing property, suspicious activity, damage, maintenance concerns, and security hazards.
• Complete incident reports and shift reports accurately and promptly.
• Maintain control of guest room keys and protect guest and hotel information.
• Follow procedures related to human trafficking awareness, workplace violence prevention, emergency response, and guest privacy.
• Comply with all company policies, Marriott brand standards, and applicable federal, state, and local regulations.

General Responsibilities

• Report to work on time, in the required uniform, and prepared to perform assigned duties.
• Maintain a clean, organized, and professional Front Desk and lobby area.
• Attend departmental meetings and required training sessions.
• Communicate important information to management and other departments.
• Assist with special projects, task forces, committees, and hotel initiatives as assigned.
• Perform other duties consistent with the position as assigned by management.

QUALIFICATIONS
The Company may consider an equivalent combination of education and experience that provides the knowledge, skills, and abilities necessary to perform the position successfully.

Education and Experience

• High school diploma or equivalent required.
• Coursework or education in hospitality management, business, or a related field preferred.
• Two or more years of hotel Front Desk, guest services, or related hospitality experience preferred.
• Previous supervisory, lead, or training experience preferred.
• Experience with Marriott systems, including FOSSE, MGS, or other applicable property-management systems, is preferred.
• Familiarity with Marriott Bonvoy standards and hotel loyalty programs is preferred.

Knowledge, Skills, and Abilities

• Strong leadership, coaching, and team-building skills.
• Excellent guest-service and service-recovery abilities.
• Ability to supervise daily operations and make sound decisions during assigned shifts.
• Ability to remain calm, professional, and solutions-focused in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to manage competing priorities and changing operational needs.
• Strong attention to detail, organization, and time management.
• Ability to investigate concerns, gather relevant information, and escalate matters appropriately.
• Working knowledge of hotel reservations, check-in and check-out procedures, room assignments, billing, and payment processing.
• Ability to maintain confidentiality and protect guest, associate, and company information.
• Proficiency with computers, property-management systems, email, telephones, and standard office equipment.
• Ability to work independently while contributing to the success of the Front Office and overall hotel team.
• Ability to meet all legal requirements for employment within the applicable jurisdiction.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
Work is primarily performed in an indoor hotel environment. The position regularly requires speaking, listening, reading, writing, processing transactions, operating office equipment, and communicating with guests and associates.
Physical requirements may include:

• Standing and walking for extended periods.
• Bending, reaching, pushing, pulling, and kneeling.
• Using a computer, telephone, calculator, copier, and other office equipment.
• Lifting, carrying, pushing, or pulling items weighing up to 40 pounds.
• Maintaining close and distance vision, with or without corrective lenses.
• Working a flexible schedule based on hotel occupancy and business needs.

APOLIS2024