Front Desk Supervisor

DOLPHIN HOTEL MANAGEMENT•Rancho Mirage, CA

18d•$22 - $22•Onsite

About The Position

The Front Desk Supervisor is responsible for supporting the daily operations of the Front Office and ensuring an exceptional guest arrival, departure, and overall stay experience. This role provides hands-on leadership to Front Desk associates, assisting with training, coaching, scheduling support, and service recovery while maintaining Marriott and Westin brand standards. The Front Desk Supervisor serves as a key resource for associates and guests, helping to resolve concerns, facilitate communication across departments, and ensure efficient hotel operations. Through proactive leadership and attention to detail, this position contributes to guest satisfaction, associate engagement, and operational excellence.

Requirements

High school diploma or equivalent required; college coursework in Hospitality Management preferred.
Minimum of two (2) years of Front Office or guest service experience in a hotel environment.
Previous supervisory or leadership experience preferred.
Strong knowledge of hotel operations, guest service standards, and hospitality best practices.
Excellent verbal and written communication skills.
Proven ability to lead teams, resolve conflicts, and handle guest concerns effectively.
Ability to work in a fast-paced, team-oriented environment while maintaining attention to detail.
Proficiency in Marriott systems, property management systems (PMS), Microsoft Office, and related hotel technology platforms preferred.
Strong organizational, problem-solving, and decision-making skills.
Ability to remain calm & alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for front desk associates.
Resolve customer complications & complaints by conducting thorough research of the situation & determining the most effective solutions.
Self-sufficient & can makes decision & takes action based on previous experience & good judgment.
Flexible availability, including evenings, weekends, holidays, and overnight shifts as needed.

Nice To Haves

College coursework in Hospitality Management preferred.
Previous supervisory or leadership experience preferred.
Proficiency in Marriott systems, property management systems (PMS), Microsoft Office, and related hotel technology platforms preferred.

Responsibilities

Supervise the day-to-day operations of the Front Desk and Guest Services team.
Lead, coach, motivate, and support Front Office associates to deliver exceptional guest service.
Assist with training and onboarding of new associates and ongoing performance development.
Ensure compliance with Marriott and Westin brand standards, policies, and procedures.
Monitor guest arrivals, departures, room assignments, and special requests to ensure seamless service delivery.
Serve as a point of contact for guest concerns and service recovery situations, resolving issues professionally and promptly.
Support scheduling, staffing, and shift coverage based on business demands.
Review and support payroll accuracy, attendance, and timekeeping compliance.
Conduct shift audits and ensure accurate cash handling, billing, and credit card procedures.
Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest needs are met.
Maintain accurate records and reports related to Front Office operations.
Foster a positive, engaged, and inclusive team environment.
Ensure compliance with company policies, safety standards, data privacy requirements, and applicable laws.
Perform Manager-on-Duty responsibilities as assigned.