Front Office Supervisor | MarQueen Hotel

Columbia Hospitality•Seattle, WA

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 presence during peak traffic periods. The role responds to guest and employee needs and concerns in a timely, professional, and friendly manner, with a focus on service recovery when appropriate. The supervisor also performs front desk agent duties as needed, including guest registration, checkout, and room reservations. The position ensures proper execution of VIP requirements and compliance with safety and security procedures; supports team training, coaching, development, and interviewing; maintains knowledge of property amenities and special events; prepares and distributes daily reports; and helps address front office deficiencies. It also provides guests with property and local information, completes cashier and closing reports, follows company policies, protects confidential information and company assets, and contributes to positive working relationships and guest experiences.

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.
Ability to read, write, and speak English fluently; analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; and effectively present information and respond to questions from managers, clients, customers, and the public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems when only limited standardization exists 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, with an emphasis on 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 services.
Knowledge of guest reward and/or loyalty programs and the 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 applicable.
Perform front desk agent duties as needed, including guest 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, and assist with interviewing team members.
Maintain up-to-date 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

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 (“Columbia Cares”).
Volunteer opportunities and committee participation opportunities.
Task force work opportunities at locations across the globe.
Online learning platform.
Third-party perks, including discounts on pet insurance, rental cars, movie and concert tickets, theme parks, and attractions.
Daily pay option.