Front Office Supervisor | MarQueen Hotel

Columbia Hospitality•Seattle, WA

15h•$23 - $25

About The Position

The Front Office Supervisor oversees procedural aspects of the hotel’s front office, including the Front Desk, Bell Attendant/Valet, and Reservations if applicable, and maintains a visible presence during peak traffic periods. The role ensures guest and employee needs are addressed promptly and professionally, performs front desk agent duties as needed, and supports smooth daily operations, guest service recovery, safety, and security. The supervisor helps train, coach, and develop team members; assists with interviewing; ensures VIP arrangements are executed; prepares and distributes daily reports; and supports compliance with front office standards and company policies. The position also provides guests with information about hotel amenities and local interests, completes cashier and closing reports, and builds positive working relationships that support team goals.

Requirements

Knowledge of online travel agencies (OTAs) and third-party booking channels, including processing virtual credit card payments.
Ability to navigate and manage multiple platforms, including reservation systems, guest review channels, Outlook email, Microsoft Teams, and calendar views.
Strong written and verbal communication skills.
Experience leading a team.
Previous customer service or guest relations experience.
Fluency in reading, writing, and speaking English, including the ability to analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems with limited standardization while protecting hotel financial operations and maintaining guest safety.
Ability to interpret written and oral instructions.
Basic negotiation skills and strong customer relations skills.
Strong computer skills and full knowledge of Microsoft Office, especially Outlook, Excel, and Word.

Nice To Haves

Prior Front Desk Supervisor or Front Desk Lead experience in boutique hotels that offer retail merchandise and valet parking.
Knowledge of guest reward and/or loyalty programs and ability to explain program benefits and enroll guests to increase memberships.

Responsibilities

Supervise procedural aspects of the hotel’s front office, including Front Desk, Bell Attendant/Valet, and Reservations if applicable, and maintain a presence during peak traffic periods.
Respond to guest and employee needs and concerns in a timely, professional, and friendly manner, focusing on service recovery when appropriate.
Perform front desk agent duties as needed, including registration, checkout, and processing room reservations.
Ensure proper execution of VIP requirements, including room requests, amenity placement, welcome letters, and gifts.
Ensure safety and security policies and procedures are followed.
Assist with training, coaching, and developing team members.
Assist with interviewing team members.
Maintain current working knowledge of property amenities and special events.
Prepare daily reports and distribute them as directed.
Understand front office standards and assist in resolving deficiencies.
Provide guests with directions and information about property amenities, services, hours of operation, and local areas of interest.
Complete designated cashier and closing reports in the computer system.
Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to a manager; and maintain a clean, professional uniform and personal appearance.
Maintain confidentiality of proprietary information and protect company assets.
Welcome and acknowledge guests according to company standards.
Develop and maintain positive working relationships and support the team in reaching common goals.
Perform other reasonable job duties as requested by supervisors.

Benefits

Hourly pay range of $23.00–$25.00, depending on experience.
Daily pay option.
Paid time off and holiday pay.
Medical, dental, vision, and disability benefits.
401(k).
HSA/FSA plans with employer contribution.
Referral bonus.
Discounted lodging, dining, spa, golf, and retail.
Employee Assistance Program.
Volunteer opportunities.
Committee participation opportunities, including philanthropic and diversity/equity/inclusion committees.
Task force work opportunities in locations across the globe.
Online learning platform.
Third-party discounts, including pet insurance, rental cars, movie and concert tickets, and theme parks and attractions.