Front Desk Supervisor

Marriott•Dorado, PR

About The Position

The Front Desk Supervisor oversees guest check-in and front desk transactions while helping maintain service standards and support the team. Duties include verifying guest identity and payment, assigning rooms and issuing keys, setting up guest accounts, entering Marriott Rewards information, confirming rates and documenting exceptions, and ensuring payment and billing accuracy. The role also involves reviewing daily reports and logs, completing cashier and closing reports, handling payments and receipts, balancing and securing the bank, and following accounting procedures. The supervisor provides guests with directions and property information, responds to requests, follows up to ensure requests are met, and notifies Loss Prevention/Security of reported theft. The role supports management with employee training, evaluation, counseling, motivation, and coaching; serves as a role model and first contact for the Guarantee of Fair Treatment/Open Door Policy process; and helps maintain positive working relationships and shared team goals. The position requires following company policies and safety procedures, maintaining professional appearance and confidentiality, protecting company assets, and delivering courteous, thoughtful guest service. It also involves clear verbal and written communication, telephone etiquette, adherence to quality standards, and using computers and POS systems. Employees may stand, sit, or walk for extended periods and may move or handle objects weighing up to 10 pounds without assistance. Other reasonable duties may be requested by supervisors.

Requirements

At least 1 year of related work experience.
At least 1 year of supervisory experience.
High school diploma or G.E.D. equivalent is listed as a preferred qualification.
Ability to use computers and POS systems.
Ability to communicate clearly and professionally and prepare and review written documents accurately.
Ability to stand, sit, or walk for extended periods and handle objects weighing up to 10 pounds without assistance.

Nice To Haves

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
At least 1 year of supervisory experience.

Responsibilities

Process guest check-ins by verifying identity and payment, assigning rooms, and activating or issuing room keys.
Set up guest accounts according to guest requirements and enter Marriott Rewards information.
Ensure rates match market codes, document exceptions, secure payment, and verify or adjust billing.
Compile and review daily reports, logs, and contingency lists; complete cashier and closing reports.
Provide guests with directions and property information, accommodate requests, contact appropriate staff, and follow up on requests.
Process payments, vouchers, paid-outs, and charges; balance and drop receipts; count and secure the bank at the beginning and end of shifts.
Obtain manual authorizations and follow accounting procedures.
Notify Loss Prevention/Security when guests report theft.
Assist management with training, evaluating, counseling, motivating, and coaching employees.
Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
Develop and maintain positive working relationships, support team goals, and respond appropriately to employee concerns.
Follow company policies and procedures; report accidents, injuries, and unsafe working conditions; complete safety training and certifications.
Maintain a clean and professional appearance, protect confidential information and company assets, and ensure adherence to quality standards.
Welcome and acknowledge guests, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Communicate clearly and professionally, prepare and review written documents accurately, and answer telephones using appropriate etiquette.
Enter and locate information using computers and POS systems.
Stand, sit, or walk for extended periods and move, lift, carry, push, pull, or place objects weighing up to 10 pounds without assistance.
Perform other reasonable job duties as requested by supervisors.