Front Office Supervisor

Marriott El Paso; El Paso (TX); Presencial; USD 40.000 - 55.000; Jornada completa

Descripción de la vacante

Marriott El Paso is seeking a Front Desk Supervisor to oversee the front office team, ensuring efficient operations and guest satisfaction. You will respond professionally to guests and verify billing accuracy, processing charges and invoices as required.

You will supervise daily shift processes, train and coach staff, resolve issues quickly, and build strong interdepartmental relationships while maintaining security procedures and guest privacy.

Formación

• 2–3 years work experience in a hotel front desk or as a supervisor preferred.
• Strong interpersonal and guest service skills required.

Responsabilidades

• Supervise the daily shift process to ensure adherence to standard operating procedures.
• Train, direct, and coach front desk staff to maintain a high‑quality operation.
• Resolve guest issues quickly and professionally to sustain high satisfaction.
• Operate PBX and handle guest requests, wake‑ups, and other front desk duties.
• Verify and process charges and invoices accurately; ensure supporting bills are attached.
• Build strong relationships with other hotel departments and coordinate as needed.
• Uphold safety and security procedures and report suspicious activity.

Conocimientos

Customer service

Team leadership

Communication skills

Problem solving

Shift supervision

Descripción del empleo

Position summary:

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

FRONT DESK SUPERVISOR DUTIES AND RESPONSIBILITIES:

• Ensure Outstanding customer care at all times.
• Maintains a friendly, cheerful, and courteous demeanor at all times.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to expected arrivals after checking the guest's preferences and special requests.
• Build strong relationships and liaise with all other departments.
• Operates the PBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Performs other duties as assigned, requested, or deemed necessary by management.
• Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD.

PREREQUISITES:

• A positive attitude and excellent communication skills.
• Experience in motivating and leading a winning team.
• Must be able to work varied AM and PM shifts.
• Weekends and Holidays are a must.

EXPERIENCE:

• 2 to 3 years work experience as a Hotel Supervisor is preferred or a minimum of 2 to 3 years work experience as Front Office Associate.