Front Desk Supervisor

Job Description:
The Chicago Marriott O’Hare is looking for a full-time Front Office Supervisor to join our team! Previous Marriott Hotels Front Office supervisory experience preferred.

Overview:
The Front Office Supervisor will be responsible for providing excellent customer service while leading and supporting the front desk team to achieve the overall success of our service goals. This role includes hands-on guest service duties as well as supervisory responsibilities to ensure smooth daily operations.

Responsibilities:

• Lead and motivate the Front Office team, ensuring adherence to brand and service standards.
• Assist in training new associates and provide ongoing coaching and feedback to team members.
• Oversee daily shift operations, ensuring proper staffing, coverage, and service levels.
• Handle escalated guest concerns or complaints, ensuring prompt and satisfactory resolution.
• Organize, confirm, and process guest check-ins/check-outs, adapting for any changes.
• Secure payment, verifying and adjusting billing as needed.
• Provide guests with room and hotel information, directions, amenities, and local interests.
• Run daily reports and review information to ensure smooth transition between shifts.
• Complete cashier and closing reports, counting the bank at the end of each shift securely.
• Accept and record wake-up calls, delivering to the right department.
• Communicate any emergency, lost item, or theft to proper security staff and/or management.
• Maintain contingency lists in case of emergency and ensure proper communication of necessary messages.
• Listen empathetically to guest inquiries and provide appropriate responses.
• Set up accurate accounts for each guest checking in according to their preferences.
• Block rooms in the system and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Maintain confidentiality of all guests and hotel information.
• Ensure security guidelines are met for guest room access.
• Document all guest requests, complaints, or problems immediately and notify designated personnel for resolution, following up to ensure guest satisfaction.
• Participate and contribute to department meetings.
• Promote a positive, team-oriented work environment with a “sleeves-rolled-up” mentality.
• Perform other duties as requested by management.

Qualifications:

• At least 1 year of hotel front office supervisory experience – Marriott Hotels experience preferred.
• Proven leadership, training, and team development skills.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds frequently or constantly to move objects.
• Strong verbal and written communication skills, able to interact professionally with all levels of staff and guests.
• Strong problem-solving and conflict-resolution skills.
• Must be effective at listening to, understanding, and clarifying concerns raised by guests.

Availability:

• Must be available to work days, evenings, weekends, and holidays.​

Benefits: We offer a competitive wage, Health and Dental Insurance, company paid Life Insurance, Short Term and Long-Term Disability Insurance, Vision, Critical Illness, Accidental, 401(k) and company match, Paid Time Off (PTO), free hotel rooms and hotel discounts.

The Marriott Chicago O'Hare is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.