Front Desk Experience Supervisor

COMMONWEALTH LODGING MANAGEMENT LLC; Norfolk (VA); On-site; USD 20,000 - 29,000; Full time

Job summary

Commonwealth Lodging Management LLC seeks a Front Desk Supervisor for Marriott Norfolk Waterside in Norfolk, VA. The role leads front desk operations, oversees check-in/check-out, and ensures guest satisfaction while coordinating reservations, staff scheduling, and department budgets.

Responsibilities include supervising staff, training, enforcing policies, maintaining VIP pre-registration, and protecting guest confidentiality to maximize revenue and service levels in a 24/7 setting.

Qualifications

• High school diploma or GED or equivalent.
• Strong computer skills; MS Office experience.
• 1–2 years in customer service and leadership role.
• Strong English communication skills.
• Cash handling experience.

Responsibilities

• Coordinate breaks for staff.
• Conduct department orientation with new hires.
• Provide ongoing training to staff.
• Give feedback on performance.
• Handle disciplinary problems and counsel employees.
• Foster a cooperative working climate and maximize productivity.
• Maintain positive guest relations and guest confidentiality.
• Resolve guest complaints to ensure satisfaction.
• Pre-register VIPs according to standards.
• Greet VIPs and escort to their rooms.
• Know hotel features, hours, rates, packages, and promotions.
• Respond to guest inquiries about local attractions.
• Know maintenance and use of equipment.
• Review daily business levels and plan effective solutions.
• Monitor front entrance and check-in/out processes; ensure logs and follow-ups.
• Ensure cashiering procedures meet policies; resolve disputed charges.
• Review credit status and manage accounts beyond limits.
• Anticipate sell-outs and overbookings; handle walked guests.
• Block special requests and coordinate group pre-registration.

Skills

Customer service

Leadership

Cash handling

English language

Education

High School Diploma or GED

Tools

Microsoft Office

Hotel management systems

Job description

Commonwealth Lodging Management LLC seeks a Front Desk Supervisor for Marriott Norfolk Waterside in Norfolk, VA. The role leads front desk operations, oversees check-in/check-out, and ensures guest satisfaction while coordinating reservations, staff scheduling, and department budgets.

Responsibilities include supervising staff, training, enforcing policies, maintaining VIP pre-registration, and protecting guest confidentiality to maximize revenue and service levels in a 24/7 setting.