Front Desk Supervisor SpringHill Suites & Residence Inn by Marriott Position Summary The Front Desk Supervisor supports the daily operation of the Front Office for both the SpringHill Suites and Residence Inn. This position leads front desk shifts, assists and coaches associates, resolves guest concerns, and ensures every guest receives professional and welcoming service consistent with Marriott brand standards. The ideal candidate is dependable, organized, confident in handling guest and employee concerns, and able to support two hotels in a fast-paced environment. Essential Duties and Responsibilities Supervise front desk operations during assigned shifts at both properties. Lead, support, and coach Front Desk Agents to ensure excellent guest service. Assist with training new employees on hotel procedures, Marriott standards, safety requirements, and property-management systems. Welcome guests and assist with check-ins, checkouts, reservations, room assignments, and payment processing. Ensure Marriott Bonvoy members are recognized and receive the appropriate benefits. Monitor arrivals, departures, room availability, special requests, and VIP reservations. Respond to guest concerns promptly and provide appropriate service recovery. Follow up with guests to confirm that concerns and requests have been resolved. Coordinate with Housekeeping, Maintenance, Sales, and management regarding room status and guest needs. Assist Residence Inn extended-stay guests with billing, mail, packages, room requests, and stay-related concerns. Review guest accounts, folios, payment authorizations, direct billing, and credit-card transactions for accuracy. Complete and verify shift reports, cash deposits, checklists, logs, and front desk documentation. Investigate and report cash shortages, payment discrepancies, guest-account issues, and policy violations. Maintain appropriate front desk coverage and assist with schedule adjustments or call-offs when directed. Conduct shift meetings and communicate important hotel information to front desk associates. Monitor lobby appearance, market inventory, front desk supplies, and overall guest-facing areas. Assist with Marriott Bonvoy enrollments and achievement of hotel service goals. Address employee performance or conduct concerns professionally and report serious issues to management. Respond appropriately to emergencies, safety incidents, and security concerns. Ensure guest privacy and confidential hotel information are protected. Perform Front Desk Agent responsibilities when business needs require. Serve as the manager on duty when assigned. Perform other duties assigned by hotel management. Leadership Responsibilities Set a positive example through professional appearance, attendance, communication, and guest service. Assign daily tasks and confirm that required responsibilities are completed. Provide immediate coaching and feedback to front desk associates. Encourage teamwork between both hotels and all operating departments. Escalate serious guest, employee, safety, or financial matters to management. Help maintain a respectful, accountable, and service-focused work environment. Qualifications Previous hotel front desk or hospitality experience is required. Previous supervisory or team-lead experience is preferred. High school diploma or equivalent is preferred. Experience with Marriott systems or hotel property-management systems is preferred. Strong leadership, communication, customer-service, and problem-solving skills. Ability to handle difficult guest and employee situations professionally. Ability to manage multiple priorities and make sound decisions with limited supervision. Basic knowledge of hotel accounting, cash handling, credit-card processing, and guest billing. Ability to work effectively across two properties. Dependable attendance and punctuality are required. Schedule Requirements Candidates must be available to work a flexible schedule based on hotel needs, including: Mornings, evenings, and occasional overnight shifts Weekends and holidays Overtime or emergency coverage when needed Shifts at either the SpringHill Suites or Residence Inn Physical Requirements Ability to stand and walk for extended periods. Ability to regularly bend, reach, and use a computer and telephone. Ability to lift or move up to 25 pounds when assisting with packages, supplies, or guest items. Reasonable accommodations may be provided to qualified individuals when required. What We Offer Marriott employee travel discounts Competitive pay Training and professional development Opportunities for career advancement Supportive dual-property team environment Additional benefits based on employment status and company policy SpringHill Suites and Residence Inn are equal-opportunity employers. We welcome applicants from all backgrounds who share our commitment to leadership, teamwork, and exceptional guest service.

Pay:

$15.00 - $18.00 per hour

Benefits:

Employee discount Paid time off

Work Location:

In person