AC Hotel Front Desk Supervisor

ahcexternalsite; Grand Rapids (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical, dental & vision benefits

401K

Paid vacation

Discounted parking

Free employee meals

Hotel and restaurant discounts

Job summary

AHC Hospitality is seeking a Front Desk Supervisor to oversee the front desk team and ensure adherence to Marriott QA standards. The role requires weekend availability and a strong focus on guest satisfaction across busy front desk operations.

Responsibilities include training new hires, creating weekly front office schedules, and ensuring smooth check-in/check-out processes while maintaining professional relationships with other departments.

Qualifications

• High School Diploma or equivalent required.
• Microsoft Office Proficient.
• Previous front desk or customer service experience preferred.
• Ability to read and interpret safety rules, operational standards, and procedures.

Responsibilities

• Supervise front desk staff to ensure adherence to policies and guest satisfaction.
• Train new hires and aid in their development as front desk or at your service agents.
• Plan weekly schedules for Front Office staff.
• Ensure smooth check-in/check-out and proper handling of guest accounts.
• Lead during peak hours to ensure efficient service and set a positive tone.
• Maintain a clean, organized desk area and assist with tasks as needed.

Skills

Front desk supervision

Customer service

Staff training

Policy compliance

QA standards

Education

High School Diploma or equivalent

Microsoft Office Proficient

Tools

FOSSE

MARSHA

MICROS

Saflok

Outlook

GSS

GXI

Job description

From comfortably casual to lavishly appointed, AHC Hospitality represents a diverse array of hotels, restaurants, and resorts. Our team members provide exceptional experiences that delight our guests at every touchpoint. Whether hosting a meeting for several hundred, serving a table for two, or creating a beautiful space for our guests to enjoy, AHC Hospitality is full of opportunities for our guests, as well as our associates. We invest in supporting your growth and are a company who sees your success as our success. Choose a property that fits your personality: the Amway Grand Plaza, JW Marriott Grand Rapids, AC Hotel by Marriott, Courtyard by Marriott Downtown -- and start your unstoppable career here.

This is a full-time position requiring weekend availability.

This position is eligible for full benefits (medical, dental & vision), 401K, paid vacation, discounted downtown parking, free employee meals, hotel and restaurant discounts and more.

SUMMARY

Oversees the staff and daily operations of the front desk team. Enforce and maintain the expectations of AHC and Marriott Corporate including following QA standards. Create a teamwork environment in thefront office and produce quality service and connection standards that our guests expect.

ESSENTIAL FUNCTIONS

• Supervise front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards guest satisfaction. To ensure that front desk operations is working in a professional manner at all times
• Perform front desk agent and at your service responsibilities
• Responsible for training of new hires and aiding in their development as a front desk agent and at your service agent
• Responsible for the efficiently and professionally running of the front desk, including relationships with other departments
• Creating weekly schedules for Front Office staff
• Ensure smooth check-in and check-out of all guests, through properly handling guest accounts
• Work to complete guest requests and handle guest opportunities at first contact
• Completing inventory for office supplies and informing managers when ordering is needed
• Stock items per Marriott requirements, ordering consistently to ensure stocked and guest ready
• Understanding the Quality Assurance inspection and performing in a way that adheres to the foundation for service that is set by the audit
• Lead by example: Display poise and grace toward all guests, be highly familiar and adhere to all policies, procedures, and culture standards set forth by the JW Marriott brand
• Assist all associates with questions, and aid with guest opportunities when needed
• During peak hours, be at the front desk to ensure efficient and smooth service is provided to all guests and lead from the lobby to set the tone and example for associates that are observing
• Create a productive and positive atmosphere at the desk, promoting great attitude and a friendly, team player, work environment
• Empower all associates to provide an outstanding service by using their empowerment guidelines
• Be a problem seeker and work to provide a memorable experience overall for our guests
• Ensure that work area is always clean, neat and organized
• Plan meetings on a monthly basis and conduct them
• Conduct Daily Affimations each and every shift by providing important information to associates while creating a positive energy to enhance their day
• Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate
• Bank out cashiers at the end of each shift according to the blind drop procedure
• Be prepared to work the night shift when needed
• Check opening house count and establish rate to be quoted during the day with the reservations manager and Operations Manager
• Review room status and be aware of occupancy, arrival, departures, and rooms on maintenance
• Ensure that all Marriott Reward Guests, VIP guests and repeat guests are identified; recognized, pre-blocked and special treatment is brought to the room.
• Review cash status report and take appropriate action to resolve all problems
• Ensure that any in-house accounts do not carry any unusual outstanding balances
• Complete work or special projects as assigned and make sure to meet due dates
• Participate in the interviewing of new associates for Front Office
• Conduct one-on-ones with associates to set goals and assist with the development of their growth
• Have a full understanding of the documentation process; be able to write a documentation and issue
• Write and conduct reviews for associates meeting their 90 day or annual requirements
• Perform and record disciplinary write‑ups as needed
• Report to work on time with proper uniform. Personal appearance must comply with the standard of the hotel
• Check with the Operations Manager for additional information or tasks
• Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments
• Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
• Develop knowledge about frequent guests and their special requests and needs
• Be proficient in FOSSE, MARSHA, MICROS, Saflok, Outlook, GSS, GXI and all other used programs
• Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can
• Be knowledgeable of service standards and AC Hotel service mantras; lead each day by displaying the performances and teaching others how to provide the best possible service
• Be knowledgeable of Grand Rapids and offerings in the local area
• Report any unusual occurrences immediately to the Operations Manager
• Knowledge of Marriott and AHC’s Front Office Standard Operating Procedures
• At all times strive to represent Marriott in the most professional, courteous manner
• Oversee valet runners throughout the shift, check if they need assistance

REQUIRED SKILLS

• Ability to read and interpret documents such as safety rules, operational standards, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before guests or associates of organization.
• Ability to perform addition, subtraction, division, and multiplication. Ability to calculate figures and amounts such as discounts

EDUCATION & EXPERIENCE

• High School Diploma or equivalent
• Microsoft Office Proficient
• Previous front desk or customer service experience preferred.

PHYSICAL REQUIREMENTS

• High School Diploma or equivalent
• Microsoft Office Proficient
• Previous front desk or customer service experience preferred.