Front Office Supervisor

Job Description

Job Description

JOB DESCRIPTION – FRONT OFFICE SUPERVISOR

OUR STORY

With 424 guest rooms and nearly 25,000 square feet of event space including a Grand Ballroom that can host up to 800 guests, Chicago Marriott Naperville is a flagship hotel in Naperville, IL, voted one of America’s coolest suburbs. Discover a prestigious hotel providing incomparable service while providing a FUN and collaborative work environment. This is a fantastic opportunity to work alongside of and learn from a seasoned team while growing your career.

BENEFITS

• Competitive compensation package
• Full benefits package, including 401K, and paid time off
• Professional development
• Hotel discounts at locations worldwide

JOB DESCRIPTION

The Front Desk Supervisor oversees daily front desk operations to ensure exceptional guest service and efficient hotel procedures. This role provides leadership and support to all front desk agents, assists with training, and acts as the point of contact for escalated guest concerns. The supervisor also ensures accuracy in financial and operational tasks while maintaining Marriott brand standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervise, train, and support front desk agents in daily operations.
• Monitor check-in, check-out, and reservation processes to ensure accuracy and guest satisfaction.
• Handle escalated guest issues and complaints with professionalism and problem-solving skills.
• Oversee cash handling, credit card processing, and ensure financial accuracy at the front desk.
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
• Maintain proper staffing levels and manage shift scheduling for front desk team.
• Conduct daily shift briefings and communicate key information to staff.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Assist with night audit functions and reporting when necessary.
• Maintain a professional and welcoming lobby/front desk environment.
• Have a true understanding of all hotel operations including hours, pricing, Marriott Bonvoy, and local information in order to speak to our guests with the utmost knowledge.

REQUIREMENTS

• High school diploma or GED required.
• Two + years hotel front desk experience required.
• Must be able to verbally communicate clearly with guests and fellow employees.
• Must be able to calculate amounts and apply basic addition, subtraction, multiplication, and division.
• Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in and out of the hotel.
• Must be able to stand for extended periods of time.

HOURS

Due to the business demands of the hospitality industry, and the fact that the hotel provides guest services 24 hours a day, 7 days a week, 365 days a year- any employee may be required to work rotating shifts, including weekends, night shifts, and/or overtime. Also, depending on business demands, hours may be reduced at any time.