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Front Desk Supervisor
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JOB OVERVIEW
The Front Desk Supervisor is responsible for overseeing daily front office operations while supporting housekeeping and overall rooms operations. This role ensures exceptional guest service, smooth operational flow, and compliance with Marriott brand standards. The Front Desk Supervisor leads by example, supports team members across departments, and maintains strong organizational and administrative control of front office functions.
DUTIES AND RESPONSIBILITIES
- Supervise all aspects of Front Desk operations, ensuring consistent, high-quality guest service
- Handle guest concerns, complaints, and service recovery professionally and effectively
- Ensure compliance with Marriott brand standards, policies, and procedures
- Train, coach, and support front desk associates to maintain service excellence
- Perform check-in, check-out, reservations, billing, and cash handling duties as needed
- Maintain strong working knowledge of all aspects of Front Desk and Housekeeping operations
- Coordinate daily room status with Housekeeping to ensure accurate availability and readiness
- Support overall rooms operations, including room inspections when required
- Prepare and place supply orders for front desk, lobby, and guest service items; monitor usage trends to ensure appropriate inventory levels
- Restock front desk, lobby, and back-of-house supplies as needed, ensuring work areas remain organized, stocked, and guest-ready at all times
- Prepare guest amenities (welcome items, extended-stay amenities, special requests, loyalty recognitions, etc.) according to brand standards and property guidelines
- Assist with housekeeping coverage or coordination during staffing shortages or high occupancy
- Demonstrate proficiency in FOSSE for reservations, billing, reporting, and night audit support
- Utilize Microsoft Office for reports and communication
- Prepare and manage staff schedules to meet business needs and control labor costs
- Process payroll accurately and on time
- Maintain a high level of organization across all front office functions
- Complete inventory tracking and end-of-month inventory procedures
- Assist management with reports, audits, and operational documentation
- Lead shifts independently when required
- Cover any shift as necessary, including mornings, evenings, weekends, holidays, and overnight shifts
- Support cross-training and teamwork across departments
- Other duties as assigned by management
QUALIFICATIONS AND REQUIREMENTS
Education & Experience
- Minimum of 1-2 years of hotel Front Desk experience, preferably within a Marriott-branded property
- Previous supervisory or leadership experience preferred
Required Skills/Abilities
- Proficiency with FOSSE
- Proficiency with Microsoft Office
- Excellent organizational and time-management skills
- Ability to multitask and prioritize in a fast-paced hotel environment
- Strong working knowledge of Front Desk, Housekeeping, and Rooms Operations
Schedule
The work schedule is based on the demands of the business you must be available days, nights, weekends, and/or holiday availability are required.
Physical, Mental and Environmental & Technical Demands
Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. Must be able to maneuver around property. Must be able to sit, walk and stand for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment.
Grooming
All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as part of the orientation process.
STANDARD SPECIFICATIONS
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
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