Front Office Supervisor

Job Title: Front Desk Supervisor

Department : Front Office

Reports To: Front Office Manager

Hotel EMC2


Where Art Meets Science. Hotel EMC2 is a boutique, award-winning destination in the heart of Chicago's Streeterville neighborhood. As part of Marriott's Autograph Collection, we pride ourselves on being "Exactly Like Nothing Else." We foster a culture of curiosity, sophisticated service, and intellectual stimulation. We are looking for a Front Desk Supervisor who is ready to lead a team that turns every guest stay into a discovery


The Role


As the Front Desk Supervisor, you are the conductor of the guest experience. You will serve as the primary point of contact for our Front Desk Agents and ensure that our daily operations run with scientific precision and artistic flair. You will lead by example, resolving guest challenges with empathy and ensuring that every person who walks through our doors feels the unique spirit of Hotel EMC2.


Key Responsibilities

• Leadership & Mentorship: Lead, train, and coach Front Desk Agents to ensure they provide service that meets Autograph Collection brand standards.

• Guest Experience: Act as the "Manager on Duty," handling guest requests, escalations, and VIP arrivals with professionalism and grace.

• Operational Excellence: Oversee the daily check-in and check-out process, manage room inventory, and ensure accuracy in billing and financial transactions.

• Technical Proficiency: Utilize Marriott-specific systems (such as GXP or Opera/MARSHA) to manage guest profiles and preferences.

• Collaboration: Work closely with Housekeeping and Engineering departments to ensure rooms are ready and up to the highest quality standards.

• Rapidly address and resolve any "mechanical" or "human" glitches in the guest journey to maintain high guest satisfaction scores (GSS).

• Managing daily shift operations]

• Monitoring attendance and performanc

• Assisting with training and onboarding (instead of just train)

• Ensuring compliance with hotel policies and procedures

Qualifications

• Experience: At least 1-2 years of experience in Hotel Front Office operations. Previous experience in a supervisory or "Lead" role is highly preferred.

• Brand Knowledge: Experience within the Marriott International portfolio (and specifically the Autograph Collection) is a significant plus.

• Communication: Exceptional verbal and written communication skills. The ability to converse with guests about everything from local art to the hotel's unique design.

• Education: High school diploma required; a Bachelor's degree in Hospitality or Business Administration is preferred.
• Attributes: A proactive problem-solver with a "yes-first" attitude and the ability to remain calm under pressure in a fast-paced urban environment

Physical Requirements

• Standing for extended periods

• Walking throughout the property

• Lifting up to 25 pounds occasionally

• Using computers and standard office equipment

About the Company

A uniquely different type of hospitality management company, we innovate businesses by leveraging a diverse range of dynamic leaders with decades of industry expertise. We are committed to providing distinct, engaging and unforgettable service experiences that are truly aligned with the values and lifestyles of our guests.


Our people are our most important asset, the guest is the reason behind everything we do, we are genuine and humble in our service approach, and we embrace the diversity of our people, which mirrors the diversity of the guests we serve.


We relentlessly pursue the finest talent, trends, and ambiances to create extraordinary experiences. A deep passion for exceptional customer service creates engagement and loyalty. Innovative programming and perpetual development keep us fresh and relevant.


We embrace emergent technology to drive cost control, flawless operations, marketing, customer relationship management, entertainment and online engagement with our guests.


We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our employees. Our offerings include:

• Medical Plans: Choice of three plans to meet your healthcare needs.

• Dental Plans: Two options for dental coverage.

• Vision Insurance: Coverage for routine eye care and eyewear.

• Paid Time Off (PTO): To support work-life balance.

• 401(k) Retirement Plan: Plan for your future with employer contributions.

• Flexible Spending Account (FSA): Pre-tax savings for healthcare and dependent care expenses.

• Life and AD&D Insurance: Employer-provided coverage with additional voluntary options.

• Short-Term Disability (STD): Employer-provided coverage to support you during temporary disability.

• Voluntary Long-Term Disability (LTD): Additional protection for extended disability.

• Commuter Benefits: Save on transit and parking expenses.

• Pet Insurance: Options to support your furry family members.

Please note that eligibility for certain benefits may vary depending on your employment status. Detailed information, including plan summaries and enrollment instructions, will be provided during onboarding or upon request.


This summary complies with applicable state laws and is subject to change based on legislative updates or company policies.