Guest Experience Supervisor – Front Desk Lead

The Delta by Marriott; Willow Beach (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

Renaissance Toledo Downtown Hotel in Toledo, Ohio seeks a proactive hospitality professional to oversee daily operations as a Manager on Duty, ensuring exceptional guest service and smooth staff coordination.

You will train associates, manage schedules, monitor VIP arrivals, and liaise with maintenance to resolve issues while maintaining high service standards across all hotel departments.

Responsibilities

• Provide highest quality guest service at all times.
• Anticipate and exceed guest expectations.
• Assign specific duties to staff for efficient operation.
• Assist in training new associates and cross-training existing staff.
• Promote teamwork and associate morale; treat people with respect.
• Know emergency procedures and assist Emergency Response Team.
• Monitor rooms, rates, and packages; maintain walk lists.
• Coordinate room blocking and check-in readiness.
• Ensure prompt and courteous service to guests; pre-register guests.
• Schedule employees and monitor VIP arrivals.
• Notify Maintenance of issues; manage staff coaching and discipline.
• Act as Manager on Duty as required; work nights, weekends, and holidays.

Job description

Full job description

JOB DUTIES AND RESPONSIBILITIES

Provide the highest quality of service to the guest at all times. Anticipate and exceed guest expectations.

Assign specific duties to staff for efficient operation of department.

Assist in training new associates and cross-training existing associates.

Promote teamwork and associate morale. Treat people with respect. Recognize associate successes.

Have a thorough knowledge of emergency procedures and ensure staff responds appropriately in the event of an emergency. Assist Emergency Response Team as necessary. Know location and use of fire extinguishers.

Monitors daily status of rooms, rates, discount rates and packages.

Maintains current list of available rooms for walk situations.

Coordinates blocking of rooms.

Checks printed registration cards against information on arrival report and rectifies any discrepancies.

Ensures prompt and courteous service to guests.

Pre-registers guests according to standards.

Completes and monitors employee schedule.

Monitors VIP arrivals.

Notify Maintenance Department of any maintenance issues.

Keeps track of rooms to ensure accurate status and readiness for check-in.

Hires, coaches and disciplines direct reports Interacts positively and professionally with guests to resolve issues.

Acts as Manager on Duty as required.

Work nights, weekends, and holidays as necessary.

Perform various other duties as assigned to meet business objectives

Renaissance Toledo Downtown Hotel is a 4-star Marriott property located in downtown Toledo, Ohio. The hotel features 241 air-conditioned rooms, including 7 suites, and sits within walking distance of major attractions. Imagination Station and Valentine Theater are each just 0.2 miles from the property, making the hotel an ideal base for exploring the city's cultural venues.
Guest rooms are appointed with refrigerators, smart televisions, and complimentary wireless internet. Each room includes a bed dressed with down comforters and premium bedding, along with a private bathroom stocked with designer toiletries and a hair dryer. Cable programming is available for in-room entertainment. Guest comfort ratings average 4.4 out of 5.
Dining options include Brim House, one of two on-site restaurants serving American cuisine, as well as a bar and lounge. Room service is available during limited hours. Cooked-to-order breakfasts are offered on weekdays from 6:30 AM to 11:00 AM and on weekends from 7:00 AM to 1:00 PM for an additional fee.
The property provides a fitness center, garden views, and complimentary wireless internet throughout. Additional services include a 24-hour front desk, concierge, business center, gift shop, and dry cleaning and laundry services. The hotel features over 15,000 square feet of conference and event space, including a ballroom and banquet hall, along with accessible meeting rooms and business facilities.
The hotel's downtown location places it within a 5-minute drive of Toledo Zoo and 7 minutes from Lake Erie. Toledo Express Airport is approximately 20 minutes away by car, while Detroit Metropolitan Wayne County Airport is roughly 45 minutes distant. The property has received an overall rating of 4.2 out of 5 across guest reviews.
Check-in begins at 4:00 PM and check-out is at 11:00 AM. The hotel is pet-friendly and welcomes dogs and cats. The property is wheelchair accessible with accessible routes throughout, including elevator access, accessible parking, and an accessible fitness center.