Front Office Supervisor

Front Office Supervisor 

About the Company 

Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world's leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.  

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you're happy, our guests will be happy. It's as simple as that. Our hotels offer a work experience unlike any other, where you'll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That's The JW Treatment. 

About the role 

As a Front Office Supervisor you will be responsible for supervising the daily operations of the Front Desk while ensuring maximum guest satisfaction and maintaining professional standards. Reporting to the Front Office Manager, you will be responsible for managing the shift ensuring check-in and check-out services are provided to guests in accordance with established service standards. 

Critical responsibilities:  

Assist staff with expediting problem payments (e.g., problems processing credit card).  

Follow up with guest regarding satisfaction with guest-related issues.  

Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.  

Process all payment types such as room charges, cash, checks, debit, or credit.  

Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp).  

Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.  

Block rooms in the computer and identify designated requirements and requests. 

Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem.  

Coordinate with Housekeeping to track readiness of rooms for check-in.  

Review shift logs/daily memo books and document pertinent information in logbooks. 

Count bank at the beginning and end of shift.  

Balance and drop receipts according to accounting specifications. 

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.  

Successful Candidates will have: 

Experience in a similar role 

Working knowledge of the hotel property management system Opera PMS. 

Strong time management, attention to detail and multitasking skills 

Ability to maintain confidentiality and discretion at all times 

Demonstrated conflict resolution skills 

Passionate about inspiring team members and improving/developing their skills 

Excellent communication skills (both written and verbal) 

The Benefits  

Enjoy the benefits of: 

Unlimited strategic development and career opportunities 

Generous accommodation and food and beverage discounts including all properties within the Marriott International group  

Recognition programs to keep you motivated  

The best hotel training opportunities provided 

Wellbeing and mindfulness programs to ensure you stay healthy  

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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