Front Desk Supervisor

Ascent Hospitality; Montgomery (AL); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Competitive Salary

Health, Dental, Vision, Life Insurance and other options

401k with employer MATCH

Paid PTO

Uniforms provided for most positions

Team Member Hotel Discount Program

Job summary

Ascent Hospitality is seeking a Front Desk Supervisor in Montgomery, Alabama, responsible for managing front desk operations and staff to ensure excellent guest service and satisfaction. The role requires supervising check-ins/check-outs, processing reservations, and handling staff training. Candidates should have at least one year of guest service experience, strong communication skills, and the ability to support a positive team environment. Benefits include competitive salary, health insurance, and 401k matching.

Qualifications

• At least one year of prior guest service experience, preferably in hospitality.
• Fluency in English and ability to communicate with guests and Team Members.
• Must be able to work in a team environment.

Responsibilities

• Supervise front desk operations and assist guests upon check‑in/out.
• Ensure service standards are met and guests’ needs are addressed.
• Train and model appropriate guest service standards for staff.

Skills

Guest service experience

Communication skills

Organizational skills

Basic computer knowledge

Customer service skills

Education

High school diploma or equivalent

Some college or college degree

Job description

Ascent Hospitality has an extensive portfolio of hotels and a strong pipeline of new properties and acquisitions, but we’re not about numbers…we’re about people and that remains our foundation. Our culture expresses a memorable experience for all of our Team Members and guests alike. So we’re constantly looking for individuals who work well together for a unified purpose. For our leadership, we’re looking for accomplished individuals with a passion to serve others, strong communicators who clearly understand the needs of others and trendsetters who excel at challenges and change. If this is what you’re all about, consider joining our Team.

Front Desk Supervisor is responsible for supervising front desk operations; assisting guests upon check‑in/out, processing reservations in a friendly, professional and timely manner, while following high standards of quality to ensure guest satisfaction. Effective supervision of assigned staff to ensure guest satisfaction, positive employee relations and achievement of overall financial results.

BENEFITS

• Competitive Salary
• Benefits – Health, Dental, Vision, Life Insurance and other supplemental options
• 401k with employer MATCH
• Paid PTO
• Uniforms provided for most positions
• Team Member Hotel Discount Program

ESSENTIAL FUNCTIONS

• Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Anticipates and responds to guests in a friendly and positive manner.
• Processes check‑ins and check‑outs, verifies billing, creates reservations, and processes special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Assists with interviewing, hiring, coaching, and development of front office associates.
• Evaluates staff performance and coaches to ensure standards are met.
• Works in conjunction with manager to deliver discipline/corrective action and make termination decisions.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Ensures all required training for department employees is completed and training records are maintained.
• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.
• Utilizes available resources and adheres to Marriott training policies.
• Promotes collaboration and positive, professional work environment.
• Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
• Monitors room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by up‑selling rooms and amenities.
• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Attends all daily, weekly, and/or monthly department/hotel meetings to ensure proper communication and planning occurs.
• Must have high attention to detail, good communication skills and leadership ability.
• Must have excellent organizational skills, a high degree of creativity to facilitate efficient problem‑solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines; adheres to all Marriott Standard Operating Procedures.
• Conducts routine inspections of front desk operations to maintain standards per Marriott, local, state and federal regulations.
• Ensures a clean and safe work environment, and follows all Hotel Brand procedures for guest/employee incidents.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• At least one year of prior guest service experience, preferably in hospitality.
• Basic computer knowledge and excellent written and verbal communication skills.
• Excellent communication and organizational skills.
• Fluency in English and ability to communicate with guests and Team Members of other departments.
• Familiarity with operation of office equipment such as copier, printer, facsimile machine, telephone, etc.
• Ability to apply commonsense understanding to carry out instructions given.
• Ability to comply in standardized situations with only occasional or no variables.
• Ability to work flexible shifts.
• Excellent customer service skills.
• Can work without constant supervision.

PHYSICAL DEMANDS

• Stand for long periods of time; use arms, hands and legs repetitively; handle or feel objects, tools, controls; reach with hands and arms; and stoop, kneel, crouch or crawl. Frequently walk, climb, balance, talk and hear.
• May need to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Must have effective vision (close, distance and color).
• Able to operate in mentally and physically stressful situations.

QUALIFICATION STANDARDS

• High school diploma or equivalent required; some college or college degree preferred.
• Minimum of one year of related experience in hotels or customer service preferred.
• Must be able to work in a team environment.

EEO Employer