Front Office Supervisor

Front Office Supervisor

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.

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 include supervising, training, and supporting front desk agents in daily operations; monitoring check-in, check-out, and reservation processes to ensure accuracy and guest satisfaction; handling escalated guest issues and complaints with professionalism and problem-solving skills; overseeing cash handling, credit card processing, and ensuring financial accuracy at the front desk; coordinating with housekeeping, maintenance, and other departments to meet guest needs; maintaining proper staffing levels and managing shift scheduling for front desk team; conducting daily shift briefings and communicating key information to staff; ensuring compliance with hotel policies, procedures, and brand standards; assisting with night audit functions and reporting when necessary; maintaining a professional and welcoming lobby/front desk environment; and having 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 include a high school diploma or GED required, two or more years of hotel front desk experience required, the ability to verbally communicate clearly with guests and fellow employees, the ability to calculate amounts and apply basic addition, subtraction, multiplication, and division, the ability to analyze routine data to make appropriate judgments regarding the process of guests checking in and out of the hotel, and the ability to stand for extended periods of time.

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.