Front Desk Supervisor - Guest Experience Lead (Evenings/Nights)

Salt Lake City Marriott University Park; Salt Lake City (UT); On-site; USD 25,000 - 36,000; Full time

Job summary

Salt Lake City Marriott University Park is seeking a Front Desk Supervisor to lead our front desk team with warmth and professionalism, greet guests, guide room assignments, and ensure a smooth check-in experience that sets the tone for their stay. You’ll monitor daily operations and mentor associates to deliver consistently exceptional service.

The role requires flexibility to cover evening, overnight, and weekend shifts, plus coordinating with housekeeping and maintenance to resolve guest

Qualifications

• Supervisory experience or strong leadership qualities.
• High school diploma or an equivalent credential.
• Two or more years of experience working in a hotel.
• Strong attention to detail and ability to meet deadlines.
• Commitment to delivering excellent customer service.
• Must have comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.
• Knowledge of emergency procedures as required.
• Ability to assist with statistical reports and presentations.
• Ability to report information accurately.
• Ability to assist with various office tasks.
• Attend required meetings.

Responsibilities

• Welcome guests and visitors to the front lobby, record their information and choose a room or rooms for them based on their needs.
• Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and/or service staff.
• Collect the guest’s payment using either credit/debits cards, cash or checking account information for rooms at the end of each stay and ask for a room deposit when necessary.
• Settle the facility register at the end of each shift or day by counting the drawer, printing receipts and running financial activity reports.
• Ensure that extra services ordered by the guests, such as alcoholic drinks, entertainment and food, are properly accounted for and charged on the final bill.
• Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
• Keep the hotel lobby area inviting and clean by vacuuming, dusting, setting up welcome supplies and other various duties.
• Increase level of guest satisfaction by delivery of an exceptional product through employee development.
• Manage the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by associates.
• Maintain and correct procedures for credit control, financial transactions, security of financial assets, and guest security.
• Respond and resolve guest requests, complaints, or questions in a courteous and timely manner.
• Ability to accurately use various office and accounting software.
• Maintain regular attendance.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working.
• Maintain a friendly and warm demeanor at all times.
• Set the standard for guest relations at the Front Desk.
• Ensure logging and delivery of all message's packages and mail in a timely and professional manner.
• Be aware of all rates packages and promotions currently advertised.
• Be familiar with all in-house groups.
• Be able to perform all duties of Front Desk Agent.
• Set example for other associates be the team leader establishing and maintaining good interdepartmental communication and teamwork with fellow associates and other departments within the hotel.
• Overseeing all problem resolution matters in the absence of Rooms Division Manager.
• Increasing level of guest satisfaction by delivery of an exceptional product through employee development.
• Maintaining and correct procedures for credit control, financial transactions, security of financial assets, and guest security.
• Responding and resolves guest requests, complaints, or questions in a courteous and timely manner.
• Oversee and ensure that all guests are checked in/out in a friendly efficient and courteous manner.
• Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure that associates are at all times attentive friendly helpful and courteous to all guests' managers and all other associates.
• Answer all guest inquiries in a timely and professional nature.
• Be involved in departmental meeting planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Perform any other duty as required by management.
• Assist in training of new hires and current associates on a regular basis.

Skills

Supervisory experience

Leadership

Attention to detail

Customer service

English proficiency

Emergency procedures knowledge

Office tasks

Meetings attendance

Statistical reports & presentations

Hotel experience

Education

High school diploma or equivalent

Job description

Salt Lake City Marriott University Park is seeking a Front Desk Supervisor to lead our front desk team with warmth and professionalism, greet guests, guide room assignments, and ensure a smooth check-in experience that sets the tone for their stay. You’ll monitor daily operations and mentor associates to deliver consistently exceptional service.

The role requires flexibility to cover evening, overnight, and weekend shifts, plus coordinating with housekeeping and maintenance to resolve guest