Overview
The Front Office Supervisor works closely with the Front Office Manager to lead the daily operations of the Front Office. This role provides leadership and guidance to Front Desk associates, ensures compliance with Marriott and Renaissance brand standards, and assumes operational leadership in the absence of the Front Office Manager. The Front Office Supervisor is responsible for fostering a culture of exceptional guest service, accountability, teamwork, and operational excellence while supporting departmental goals and ensuring an outstanding guest experience.
Essential Duties and Responsibilities
The essential duties and responsibilities include the following. Other duties may be assigned.
Leadership & Operations
- Assist the Front Office Manager with the daily operation of the Front Office.
- Supervise, coach, and support Front Desk Agents to ensure exceptional guest service and adherence to brand standards.
- Lead daily shift operations and act as the department leader in the absence of the Front Office Manager.
- Assist with onboarding, training, coaching, performance management, and development of Front Office associates.
- Monitor staffing levels and maintain 100% Front Desk coverage, covering shifts when operationally necessary, including Night Audit.
- Ensure effective shift-to-shift communication through accurate pass-on logs and daily MOD reports.
- Assist with scheduling, labor management, payroll review, and operational planning.
- Foster a positive, accountable, and team-oriented work environment.
Guest Services
- Greet, register, and assign guest rooms while delivering exceptional hospitality in accordance with Renaissance brand standards.
- Suggestively sell room upgrades and hotel amenities whenever appropriate.
- Issue room keys and program guest access.
- Set wake-up calls and accommodate guest requests promptly.
- Recognize Marriott Bonvoy Elite members and VIP guests while ensuring all special requests are fulfilled.
- Resolve guest concerns professionally using service recovery techniques.
- Answer questions regarding hotel services, amenities, restaurants, transportation, and local attractions.
- Provide travel directions and personalized recommendations.
Front Office Operations
- Maintain proficiency in Opera PMS, and Marriott Front Office systems.
- Manage reservations including:
- Inventory
- Rates
- Advanced deposits
- Group reservations
- VIP services
- Pre-blocking rooms
- Room assignments
- Close-out dates
- Reservation accuracy
- Make, modify, confirm, and cancel reservations by phone, email, and computer.
- Review arrivals, departures, traces, room inventory, and room status discrepancies.
- Assist with oversell situations and inventory management.
- Communicate guest requests and service issues with Housekeeping, Engineering, Sales, and other departments.
Financial Responsibilities
- Accurately compute guest folios.
- Collect payments using Marriott and KHC cash handling procedures.
- Balance cash banks and deposits.
- Post room, restaurant, market, parking, and miscellaneous charges.
- Review Night Audit reports for accuracy.
- Monitor guest balances and follow proper credit procedures.
- Assist with forecasting occupancy and weekly room sales when requested.
Safety & Security
- Ensure guest safety by following all emergency procedures including:
- Fire procedures
- Tornado procedures
- Emergency evacuation procedures
- Guest privacy policies
- Key security procedures
- Maintain hotel safe and safe deposit box procedures.
- Report safety concerns immediately.
- Ensure compliance with Marriott and KHC security standards.
Communication
- Answer and route internal and external telephone calls professionally.
- Maintain accurate Front Office logs and reports.
- Date stamp, sort, and distribute incoming mail, packages, faxes, and guest messages.
- Maintain communication between all hotel departments to ensure seamless operations.
Appearance & Cleanliness
- Ensure the Front Desk, lobby, back office, and workstations remain clean, organized, and professional.
- Maintain Renaissance brand presentation standards throughout the Front Office
QualificationsRequired
- Minimum 2 years of Front Office or hotel experience.
- Previous supervisory or leadership experience preferred.
- Proficiency with Opera PMS (required).
- Knowledge of Marriott systems such as GXP, Mobile Check-In, Mobile Key, Bonvoy, and Empower preferred.
- Excellent verbal and written communication skills.
- Strong guest service and conflict resolution skills.
- Ability to multitask in a fast-paced hospitality environment.
- Flexible schedule, including mornings, evenings, weekends, holidays, and overnight shifts when necessary.
Pay: $20.00 - $21.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Flexible spending account
- Free parking
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Application Question(s):
- Do you have experience with Opera PMS?
Experience:
- Front desk: 2 years (Required)
Work Location: In person
