Front Desk Lead

Front Desk Supervisor SpringHill Suites by Marriott Rosenberg | Rosenberg, Texas Job Summary SpringHill Suites by Marriott Rosenberg is seeking an experienced and service-oriented Front Desk Supervisor to oversee the daily operations of the Front Desk and ensure an exceptional guest experience. The ideal candidate will lead and support the Front Desk team, maintain Marriott brand standards, resolve guest concerns, and foster a welcoming and professional environment for both guests and associates. This position requires strong leadership, excellent communication skills, and the ability to thrive in a fast-paced hospitality environment while delivering outstanding customer service. Key Responsibilities Supervise, train, coach, and motivate Front Desk associates to ensure exceptional guest service and adherence to Marriott brand standards. Create and manage Front Desk schedules to ensure appropriate staffing levels. Process guest check-ins and check-outs efficiently, confirm reservations, assign rooms, and issue room keys. Handle guest requests, concerns, and complaints promptly and professionally, ensuring guest satisfaction and service recovery when needed. Maintain confidentiality of guest information and adhere to company privacy policies. Ensure the Front Desk, lobby, and public areas are clean, organized, and welcoming. Coordinate with Housekeeping and Maintenance teams to ensure rooms are ready and guest issues are resolved promptly. Process cash, credit card, and other payment transactions accurately and reconcile cash drawers at the end of each shift. Generate and review daily operational reports, including arrivals, departures, VIP arrivals, and special requests. Monitor staff performance, provide coaching, and participate in performance evaluations. Assist guests with directions, recommendations, and information about the hotel, local attractions, and surrounding Rosenberg area. Complete administrative duties, including filing, record maintenance, and responding to emails and phone inquiries. Ensure all Front Desk activities, including reservations, guest communications, and service requests, are completed efficiently and accurately. Support management with special projects and perform other duties as assigned. Qualifications Minimum of two (2) years of hospitality experience. Minimum of two (2) years of Front Desk experience, preferably in a Marriott-branded hotel. At least one (1) year of supervisory or leadership experience, preferably in hospitality. Experience with hotel property management systems, preferably Agilysys Stay PMS and Marriott systems. Proficiency in Microsoft Windows, Microsoft Office Suite, spreadsheets, and word processing applications. Strong verbal and written communication skills. Excellent problem-solving and conflict-resolution abilities. Ability to multitask and manage time effectively in a fast-paced environment. High school diploma or equivalent required; hospitality-related education is a plus. Physical Requirements Regularly required to stand and walk for extended periods. Frequently required to bend, stoop, kneel, crouch, and reach. Must be able to lift, carry, push, and pull up to 50 pounds occasionally. Must be able to work flexible schedules, including nights, weekends, and holidays. Why Join SpringHill Suites Rosenberg? At SpringHill Suites by Marriott Rosenberg, we are committed to providing exceptional hospitality while creating a positive and supportive work environment for our associates. We believe in teamwork, professional development, and delivering memorable experiences to every guest who walks through our doors. SpringHill Suites by Marriott Rosenberg is an Equal Opportunity Employer and values diversity in the workplace.