Front Desk Supervisor

Crescent Careers • Itasca, IL

3d • Onsite

About The Position

Crescent Hotels & Resorts is seeking 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 successful candidate is a hands-on team player with hospitality experience, strong communication skills, and the ability to lead by example in a fast-paced hotel environment.

This is a full-time, hourly position with a flexible schedule, primarily focused on PM shifts. Evening, weekend, and holiday availability is required based on hotel business needs. The position requires standing and walking for extended periods while performing Front Desk responsibilities.

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 guide and support 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 professionally and authorize appropriate service recovery adjustments within established guidelines.
• Promote Marriott brand programs and hotel services to enhance the guest experience.
• Accurately process guest payments, credit card authorizations, room charges, and cash transactions.
• 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.
• An 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 opportunities.

What This Job Offers

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