Front Desk Supervisor

Horseshoe Bay Resort • Santa Fe, NM

9d • Onsite

About The Position

The Front Desk Supervisor provides day-to-day leadership and guidance to Guest Service Agents to ensure the delivery of consistent, high-quality customer service and smooth front desk operations. This role serves as a key support to Front Office leadership in driving guest satisfaction, operational efficiency, and brand standards compliance. The Front Desk Supervisor is responsible for overseeing front desk activities, supporting training and performance development of associates, and ensuring all guest interactions reflect a professional, welcoming, and service-oriented environment. This includes actively engaging with guests during arrival, stay, and departure to ensure a seamless experience while resolving concerns in a timely and effective manner. Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries. Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy. Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner. Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.

Requirements

• Prior experience as a Front Desk Supervisor in a hotel or in a high-volume industry dealing with customers.
• Passion for providing guests with excellent customer service.
• Thrive to always ensure guest satisfaction and enhance their experience to make it a memorable one.
• Flexibility to work a variety of different shifts, including days, evenings and weekends.
• Excellent computer skills.
• Team spirit.

Nice To Haves

• Marriott brand experience

Responsibilities

• Provide day-to-day leadership and guidance to Guest Service Agents.
• Ensure the delivery of consistent, high-quality customer service.
• Ensure smooth front desk operations.
• Support Front Office leadership in driving guest satisfaction, operational efficiency, and brand standards compliance.
• Oversee front desk activities.
• Support training and performance development of associates.
• Ensure all guest interactions reflect a professional, welcoming, and service-oriented environment.
• Actively engage with guests during arrival, stay, and departure to ensure a seamless experience.
• Resolve guest concerns in a timely and effective manner.
• Demonstrate a thorough knowledge of hotel information including room categories, room rates, packages, promotions, the local area and other general product knowledge.
• Answer guest questions and inquiries.
• Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy.
• Respond to guest inquiries and requests.
• Resolve issues in a timely, friendly and efficient manner.
• Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction.

Benefits

• Highly competitive wages.
• An exceptional benefit plan for eligible associates & your family members.
• 401K matching program for eligible associates.
• Flexible scheduling.
• Discounts with Crescent managed properties in North America for you & family members.
• Discounts at Marriott brand properties worldwide.
• Hotel Rooms discounts at Marriott brand properties worldwide.
• Free meals in our associate cafeteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed