Front Desk Supervisor: Guest Experience Leader

QUEENSIDE HOSPITALITY LLC; Matteson (IL); On-site; USD 55,104,000 - 60,614,000; Full time

Benefits offered by this job

401(k)

Competitive salary

Employee discounts

Free uniforms

Paid time off

Job summary

Delta Hotels by Marriott & Fairfield Inn & Suites by Marriott in Matteson, IL is seeking a Front Desk Supervisor to support daily Front Office operations across dual-brand properties. This hands-on leadership role requires guiding the Front Desk team while upholding Marriott service standards and guest satisfaction.

Responsibilities include guest check-in/out, reservations, billing, Bonvoy recognition, training, and shift leadership. Open availability with a variable schedule is expected.

Qualifications

• Previous hotel front desk experience required.
• Previous supervisory or leadership experience strongly preferred.
• Marriott experience preferred.
• Previous experience with a hotel PMS preferred.
• Strong understanding of Front Office operations.
• Knowledge of Marriott Bonvoy standards preferred.
• Excellent customer-service skills.
• Strong verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to lead and coach associates.
• Ability to handle difficult guest situations professionally.
• Strong attention to detail.
• Ability to multitask in a fast-paced hotel environment.
• Dependable and punctual.
• Professional appearance and demeanor.
• Ability to work independently and as part of a team.

Responsibilities

• Supervise daily Front Desk operations during assigned shifts.
• Actively work the Front Desk and lead by example.
• Ensure efficient and accurate guest check-in and check-out.
• Review arrivals, departures, VIPs, groups, special requests, and room assignments.
• Monitor room availability and coordinate closely with Housekeeping.
• Ensure guest requests are addressed promptly.
• Monitor lobby and Front Desk activity.
• Maintain accurate shift logs and required operational documentation.
• Ensure all Front Desk procedures are followed consistently.
• Assist with opening and closing procedures as assigned.
• Ensure proper completion of shift checklists and reports.
• Provide direction and support to Front Desk Agents during each shift.
• Assign responsibilities based on business levels and operational needs.
• Monitor associate performance and adherence to Front Desk procedures.
• Coach associates when service or performance standards are not being met.
• Provide immediate feedback when appropriate.
• Recognize associates who demonstrate exceptional service.
• Assist with training and onboarding of new Front Desk associates.
• Ensure associates understand Marriott and hotel service expectations.

Skills

Front Desk Leadership

Guest Service

Staff Coaching

Shift Leadership

Reservations & Billing

Staff Training

Marriott Service Standards

Hotel PMS

Communication

Teamwork

Tools

Hotel PMS

Job description

Delta Hotels by Marriott & Fairfield Inn & Suites by Marriott in Matteson, IL is seeking a Front Desk Supervisor to support daily Front Office operations across dual-brand properties. This hands-on leadership role requires guiding the Front Desk team while upholding Marriott service standards and guest satisfaction.

Responsibilities include guest check-in/out, reservations, billing, Bonvoy recognition, training, and shift leadership. Open availability with a variable schedule is expected.