Front Desk Supervisor (Experience preferred)

Salt Lake City Marriott University Park•Salt Lake City, UT

17d•Onsite

About The Position

The Front Desk Supervisor leads front desk operations and helps ensure the hotel runs smoothly while providing a warm, friendly, and exceptional guest experience. The role oversees guest check-in and checkout, reservations, payments, shift reporting, guest requests and complaints, and coordination with housekeeping, maintenance, and other hotel departments. The supervisor sets standards for guest relations, supports employee development and training, helps maintain productivity, and oversees problem resolution when the Rooms Division Manager is absent. This position requires schedule flexibility, including evening and overnight shifts, weekends, and holidays. The supervisor may also cover morning, mid, or night-audit shifts, and additional coverage may occasionally be needed according to hotel operations.

Requirements

Supervisory experience or strong leadership qualities.
High school diploma or equivalent credential.
Two or more years of experience working in a hotel.
Strong attention to detail and ability to meet deadlines.
Commitment to excellent customer service.
Comprehensive knowledge of English to communicate effectively with guests, associates, and vendors.
Knowledge of and ability to assist with emergency procedures.
Ability to assist with designing and preparing statistical reports and presentations.
Ability to report information accurately.
Ability to assist with office tasks as needed.
Attend required meetings.

Nice To Haves

Relevant education and work experience contribute to candidacy; a natural aptitude for the role and alignment with the company’s values are primary hiring considerations.

Responsibilities

Welcome guests and visitors, record guest information, and assign rooms according to their needs.
Coordinate timely solutions to room problems with housekeeping and service staff.
Collect guest payments and deposits when necessary, and settle the register by balancing the drawer, printing receipts, and running financial activity reports.
Ensure additional guest services are properly recorded and charged to the final bill.
Communicate with housekeeping and maintenance about rooms requiring cleaning or repairs.
Keep the lobby inviting and clean, including vacuuming, dusting, and setting up welcome supplies.
Improve guest satisfaction through employee development and delivery of an exceptional product.
Manage reservations to support room occupancy and average daily rate, including suggestive selling by associates.
Maintain proper procedures for credit control, financial transactions, financial asset security, and guest security.
Respond to and resolve guest requests, complaints, and questions courteously and promptly.
Use office and accounting software accurately.
Maintain regular attendance, proper uniform and name tag, and high standards of personal appearance and grooming.
Maintain a friendly demeanor and set the standard for front desk guest relations.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Stay informed about advertised rates, packages, promotions, and in-house groups.
Perform all duties of a Front Desk Agent.
Lead by example and maintain effective communication and teamwork across hotel departments.
Oversee problem resolution in the absence of the Rooms Division Manager.
Ensure guests are checked in and out in a friendly, efficient, and courteous manner.
Complete and ensure completion of shift-checklist duties promptly and efficiently.
Ensure associates are attentive, friendly, helpful, and courteous to guests, managers, and colleagues.
Answer guest inquiries in a timely and professional manner.
Participate in departmental meeting planning and execution.
Help maintain productivity at or above budgeted standards.
Assist in training new and current associates regularly.
Perform other duties as required by management.