Front Desk Supervisor

Residence Inn by Marriott Southington; Southington (CT); On-site; USD 42,000 - 60,000; Full time

Job summary

Residence Inn by Marriott Southington is seeking a Front Desk Supervisor to oversee daily front desk operations, ensuring top-tier guest service in alignment with brand standards. You will lead and train associates, handle reservations, and assist management with audits and cash handling.

Join a team committed to guest satisfaction, sustainability, and a welcoming hotel atmosphere that encourages repeat stays. Schedule may vary, including weekends.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related experience.
• Strong guest-service mindset and communication skills.
• Ability to supervise front desk operations and assist management.

Responsibilities

• Interview, hire, train, schedule, coach, and support associates.
• Resolve guest complaints with effective solutions.
• Monitor guest satisfaction scores and drive improvements.
• Act as lobby ambassador and engage with guests to foster repeat stays.
• Oversee front desk operations in the absence of managers.
• Balance accounts and perform audits.
• Make and confirm reservations.
• Promote marketing programs and greet guests on arrival.
• Compute bills, collect payments, and handle cash.
• Close out guest accounts at checkout; negotiate revenue allowances if needed.
• Contribute to cleanliness and appearance of public areas.
• Follow EarthView sustainability practices.

Skills

Guest service

Team leadership

Conflict resolution

Cash handling

Reservation management

Staff training

Education

Associate’s or Bachelor’s degree preferred

Job description

Opportunity: Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Your Growth Path

Assistant Front Office Manager – Front Office Manager – Assistant General Manager

Your Focus

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Your Background And Skills

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

Work Environment and Context

• Work schedule varies and may include working on all shifts, holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It