Guest Experience Lead - Front Desk Supervisor

GCP Prussia Hotel Management; King of Prussia (PA); On-site; USD 42,000 - 52,000; Full time

Job summary

Gulph Creek Hotels in King of Prussia, PA, is seeking a Front Desk Supervisor for the Residence Inn. You will supervise front desk staff, ensure smooth operations, and deliver outstanding guest service.

The role requires leadership in a hospitality setting, a focus on accuracy in cash handling and reporting, and coordination with Housekeeping and Maintenance.

Qualified candidates have front desk or hotel experience and are adaptable to a flexible schedule, including weekends and holidays.

Qualifications

• High School Diploma or equivalent required.
• Previous hotel, hospitality, customer service, or Front Desk experience required.
• Previous supervisory or leadership experience preferred.
• Marriott experience preferred.
• Knowledge of hotel Front Office operations preferred.
• Ability to work a flexible schedule, including weekends, holidays, and varying shifts.

Responsibilities

• Welcome and greet all guests in a friendly, professional, and courteous manner.
• Provide exceptional guest service and ensure guest satisfaction throughout their stay.
• Supervise, train, coach, and support Front Desk team members.
• Assist with scheduling, assigning daily tasks, and ensuring appropriate Front Desk coverage.
• Oversee daily Front Desk operations and ensure established hotel standards and procedures are followed.
• Ensure efficient and accurate check-in and check-out procedures.
• Handle guest questions, requests, concerns, and complaints promptly and professionally.
• Resolve guest issues and service recovery situations while maintaining a positive guest experience.
• Monitor room availability, rates, reservations, and guest accounts for accuracy.
• Assist with room assignments, room status updates, and coordination with Housekeeping and Maintenance.
• Ensure accurate handling of cash, credit card transactions, deposits, and other financial responsibilities.
• Follow all cash-handling, credit, and accounting procedures.
• Assist with daily reports, audits, and other Front Office administrative duties as assigned.
• Monitor and maintain accurate guest information and reservation records.
• Communicate effectively with Housekeeping, Maintenance, Sales, Management, and other departments.
• Monitor the lobby and Front Desk area to ensure cleanliness, organization, and a welcoming appearance.
• Promote hotel services, amenities, loyalty programs, and Marriott programs when appropriate.
• Assist guests with local area information, transportation, directions, and hotel amenities.
• Monitor and respond appropriately to safety, security, and emergency situations.
• Ensure compliance with Marriott brand standards and company policies and procedures.
• Address employee performance, attendance, and conduct concerns in accordance with company policies and communicate issues to management as appropriate.
• Assist with opening and closing procedures and ensure proper Front Desk coverage.
• Maintain a professional appearance and positive attitude at all times.
• Lead by example and consistently demonstrate company values in all interactions.
• Perform additional duties as assigned.

Skills

Leadership

Customer Service

Communication

Problem Solving

Supervision

Multitasking

Time Management

Attention to Detail

English Proficiency

Computer Skills

Education

High School Diploma

Job description

Gulph Creek Hotels in King of Prussia, PA, is seeking a Front Desk Supervisor for the Residence Inn. You will supervise front desk staff, ensure smooth operations, and deliver outstanding guest service.

The role requires leadership in a hospitality setting, a focus on accuracy in cash handling and reporting, and coordination with Housekeeping and Maintenance.

Qualified candidates have front desk or hotel experience and are adaptable to a flexible schedule, including weekends and holidays.