Front Office Supervisor

Janko Hospitality•Naperville, IL

17h•Onsite

About The Position

The Front Desk Supervisor oversees daily front desk operations to ensure exceptional guest service and efficient hotel procedures. This role provides leadership and support to all front desk agents, assists with training, and acts as the point of contact for escalated guest concerns. The supervisor also ensures accuracy in financial and operational tasks while maintaining Marriott brand standards.

Requirements

High school diploma or GED required.
Two + years hotel front desk experience required.
Must be able to verbally communicate clearly with guests and fellow employees.
Must be able to calculate amounts and apply basic addition, subtraction, multiplication, and division.
Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in and out of the hotel.
Must be able to stand for extended periods of time.

Responsibilities

Supervise, train, and support front desk agents in daily operations.
Monitor check-in, check-out, and reservation processes to ensure accuracy and guest satisfaction.
Handle escalated guest issues and complaints with professionalism and problem-solving skills.
Oversee cash handling, credit card processing, and ensure financial accuracy at the front desk.
Coordinate with housekeeping, maintenance, and other departments to meet guest needs.
Maintain proper staffing levels and manage shift scheduling for front desk team.
Conduct daily shift briefings and communicate key information to staff.
Ensure compliance with hotel policies, procedures, and brand standards.
Assist with night audit functions and reporting when necessary.
Maintain a professional and welcoming lobby/front desk environment.
Have a true understanding of all hotel operations including hours, pricing, Marriott Bonvoy, and local information in order to speak to our guests with the utmost knowledge.