Guest Experience Supervisor - Front Desk Leadership

SpringHill Suites by Marriott Louisville Downtown; Louisville (KY); On-site; USD 40,000 - 48,000; Full time

Job summary

SpringHill Suites by Marriott Louisville Downtown is seeking a Front Desk Supervisor to lead daily front desk operations in line with brand standards and sustainability goals.

You will interview, train, schedule, coach, and support associates; resolve guest issues; monitor guest satisfaction and maintain lobby security and appearance. This on-site role requires flexible shifts, ability to stand for long periods, and a focus on exceptional guest experiences.

Qualifications

• 1 to 3 years of related experience.
• Associate’s or Bachelor’s degree preferred.

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Skills

Interviewing

Staff Training

Scheduling

Coaching

Guest service

Education

Associate's or Bachelor's degree preferred

Job description

SpringHill Suites by Marriott Louisville Downtown is seeking a Front Desk Supervisor to lead daily front desk operations in line with brand standards and sustainability goals.

You will interview, train, schedule, coach, and support associates; resolve guest issues; monitor guest satisfaction and maintain lobby security and appearance. This on-site role requires flexible shifts, ability to stand for long periods, and a focus on exceptional guest experiences.