Front Desk Supervisor

Horseshoe Bay Resort • Itasca, IL

4d

About The Position

Crescent Hotels & Resorts is hiring a motivated, guest-focused Front Desk Supervisor for the Westin Chicago Northwest in Itasca. The role provides guidance and leadership to Front Desk associates while supporting exceptional guest service, smooth daily operations, and a welcoming experience for hotel guests. The position is full-time and hourly, with a flexible schedule primarily focused on PM shifts; availability for evenings, weekends, and holidays is required based on hotel business needs.

The supervisor oversees Front Desk operations, supports associates, assists guests throughout their stay, and helps ensure accurate transactions and records. The role also promotes Marriott programs and hotel services, follows brand and company procedures, and upholds safety and security practices.

Crescent describes its workplace as supportive of associates’ personal and career development. The company mentions health and wellness programs, learning and development, travel discounts, competitive wages, an benefits plan for eligible associates and family members, 401(k) matching for eligible associates, flexible scheduling, and discounts at Crescent-managed properties across North America for associates and their family members.

Requirements

• Strong customer service, communication, and interpersonal skills.
• Strong organizational skills and attention to detail.
• Ability to handle guest concerns with patience, professionalism, and good judgment.
• Basic math skills and experience handling cash and payment transactions.
• Ability to multitask and work effectively in a fast-paced environment.
• Ability to work independently while supporting a team environment.
• Ability to stand and walk for extended periods while performing Front Desk responsibilities.
• Flexible availability, including evenings, weekends, and holidays.

Nice To Haves

• Previous hotel Front Desk or Guest Services experience.
• Previous supervisory or team leadership experience.
• Experience with hotel Property Management Systems (PMS).
• Marriott brand experience.

Responsibilities

• Supervise daily Front Desk operations and provide guidance and support to Guest Service associates.
• Assign daily responsibilities, communicate expectations, and monitor associate performance.
• Greet guests and provide professional, friendly, and efficient service.
• Assist with guest check-in and check-out, including reservations, room assignments, and billing.
• Respond to guest requests, concerns, and complaints, and provide effective solutions.
• Handle guest escalations and authorize service recovery adjustments within established guidelines.
• Promote Marriott brand programs and hotel services.
• Process guest payments, credit card authorizations, room charges, and cash transactions accurately.
• Maintain accurate guest accounts, Front Desk records, and daily reports.
• Answer telephone inquiries, assist with guest messages, and provide information about hotel amenities and local attractions.
• Support Front Desk associates during busy periods, group arrivals, and departures.
• Remain calm and professional during emergencies and high-volume periods.
• Ensure compliance with Marriott brand standards, hotel policies, and Crescent Hotels & Resorts procedures.
• Maintain a professional appearance and positive working relationships with guests and associates.
• Follow hotel safety and security procedures, including proper key control and reporting safety concerns.
• Perform other duties as assigned.

Benefits

• Highly competitive wages.
• Exceptional benefits plan for eligible associates and their family members.
• 401(k) matching program for eligible associates.
• Flexible scheduling.
• Discounts at Crescent-managed properties across North America for associates and their family members.
• Health and wellness programs.
• Learning and development.
• Travel discounts.

What This Job Offers

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