Front Desk Supervisor

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

Opportunity: Front Desk Supervisor

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

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