Front Desk Supervisor

What You'll Do

• Deliver exceptional guest service on every shift by anticipating needs, resolving concerns proactively, and creating memorable guest experiences through the Front Desk, At Your Service (AYS), and Executive Lounge operations.
• Execute the “Perfect Shift” by ensuring all front office operational checklists are completed, brand standards are maintained, and all guest service areas are positioned for success from start to finish.
• Lead, motivate, and support Front Desk, At Your Service, and Executive Lounge associates through active supervision, performance monitoring, real-time coaching, and reinforcement of service expectations.
• Serve as the manager on duty for Front Office operations in the absence of the Front Desk Manager or Assistant Director of Front Office, acting as the primary escalation point for guest concerns, operational challenges, and team support.
• Work alongside the team by performing Front Desk, AYS, and Executive Lounge duties as needed, operating hotel systems and equipment, and modeling outstanding service, professionalism, and problem resolution.

Front Desk Responsibilities

• Oversee daily Front Desk operations, including check-ins, check-outs, room assignments, guest recovery, cash handling, and brand-standard execution.
• Ensure guest requests, service issues, and VIP arrivals are handled efficiently and professionally.
• Drive upsell opportunities and support Bonvoy enrollment goals while maintaining service excellence.

At Your Service (AYS) Responsibilities

• Supervise the At Your Service operation, ensuring all guest calls, service requests, and internal communication channels are handled accurately, professionally, and within established service standards.
• Monitor call quality, response times, and guest satisfaction while providing coaching and feedback to AYS associates.
• Coordinate guest requests with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless service delivery.
• Assist with training associates on phone etiquette, service recovery techniques, hotel knowledge, and guest engagement standards.
• Ensure guest requests and work orders are properly tracked, communicated, and completed in a timely manner.

Executive Lounge Responsibilities

• Oversee the daily operation of the Executive Lounge, ensuring a welcoming, clean, and premium experience for eligible guests.
• Monitor food and beverage presentations to ensure quality, brand standards, cleanliness, and proper replenishment throughout service periods.
• Engage with Executive Lounge guests, address concerns, and provide personalized service to enhance guest satisfaction and loyalty.
• Coordinate with Culinary, Stewarding, and Food & Beverage teams to ensure smooth lounge operations and exceptional guest experiences.
• Maintain accurate inventory, ordering, and operational standards within the lounge environment.
• Ensure compliance with Marriott and property-specific Executive Lounge standards and expectations.

Leadership & Development

• Assist with recruitment, onboarding, training, and cross-training initiatives to build a knowledgeable, confident, and high-performing Front Office team.
• Foster a culture of accountability, teamwork, guest-centric service, and continuous improvement.
• Support departmental goals related to Guest Satisfaction Scores (GSS), Bonvoy enrollments, upsell revenue, service recovery, and associate engagement.
• Assist with additional operational responsibilities and special projects as assigned to ensure efficient and seamless Front Office operations throughout the hotel.

What You'll Bring

• Prior hotel front desk, guest services, or hospitality experience preferred — not required; we will train the right candidate with the right attitude and service instincts
• A desire to step into a hotel leadership role and grow your career — this is an entry-level supervisory position with a clear path to Front Desk Manager
• An outgoing personality, positive attitude, and genuine passion for delivering exceptional hotel guest service on every shift
• Adaptability and composure in a fast-paced hotel front office environment — you handle the unexpected with professionalism and keep your team focused and guest-ready
• Strong communication skills and a natural ability to support, motivate, and direct a hotel front desk team
• Flexibility to work varied shifts — including evenings, weekends, and holidays as a full-service hotel operation requires

What You Can Look Forward To

• Advanced scheduling with easy shift swapping via our app
• DailyPay — get paid when you need it
• Unlimited employee referral bonuses
• 401(k) with company match
• Paid time off (PTO) with rollover
• Complimentary wellness tools
• Leadership development & tuition reimbursement
• Discounts on hotel rooms, dining, and travel
• Growth opportunities across multiple hotel properties in your market
• Full-time associates also receive:
  • Medical, dental, and vision insurance — starting day 1
  • Life and disability insurance
  • Paid parental leave
  • Employee Assistance Program (EAP)