Front Desk Lead: Elevate Guest Experience

Washington Marriott Capitol Hill; Washington (District of Columbia); On-site; USD 52,000 - 65,000; Full time

Job summary

Washington Marriott Capitol Hill is seeking a Front Desk Supervisor to oversee day-to-day front desk operations and ensure guest service excellence. You will train and coach associates, resolve guest issues, and balance accounts while maintaining a welcoming environment.

The role involves supervising in the absence of management, promoting brand programs, handling reservations, and upholding sustainability guidelines. Shift flexibility is required, including holidays and weekends.

Qualifications

• 1 to 3 years of related hotel front desk experience.
• Associate’s or Bachelor’s degree preferred.

Responsibilities

• Interview, select, train, schedule, coach, and support associates to standards.
• Resolve guest complaints by researching the situation and offering solutions.
• Monitor guest satisfaction scores and drive improvements.
• Oversee front office operations in the absence of the Front Office Manager.
• Balance accounts, conduct audits, and handle cash transactions.
• Make and confirm reservations and assist guests with check-in.
• Promote company and brand marketing programs.
• Greet guests upon arrival and provide room keys and welcome folders.
• Maintain lobby, reception areas and overall cleanliness.
• Follow EarthView sustainability guidelines.
• Perform other duties as requested by management.

Skills

Guest service

Team coaching

Scheduling

Training

Conflict resolution

Communication

Education

Associate’s or Bachelor’s degree preferred

Job description

Washington Marriott Capitol Hill is seeking a Front Desk Supervisor to oversee day-to-day front desk operations and ensure guest service excellence. You will train and coach associates, resolve guest issues, and balance accounts while maintaining a welcoming environment.

The role involves supervising in the absence of management, promoting brand programs, handling reservations, and upholding sustainability guidelines. Shift flexibility is required, including holidays and weekends.