Front Desk Supervisor

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Front Desk Supervisor

Additional Information: This hotel is owned and operated by an independent franchisee, VCA hospitality management, LLC. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY
The Front Desk Supervisor is responsible for ensuring an exceptional guest experience, overseeing the check-in, check-out, reservations management, and Marriott Bonvoy loyalty program. This role ensures compliance with Marriott Brand Standards, efficient operation of Opera, Opera Cloud, GXP, and MGS, and application of Shaping Service checklists and standards.
The supervisor must lead the team, ensuring hospitality excellence, operational efficiency, and adherence to service protocols.

KEY RESPONSIBILITIES
FRONT DESK OPERATIONS SUPERVISION
• Supervise and ensure the correct execution of check-in and check-out procedures, optimizing efficiency and guest satisfaction.
• Apply the guest welcome protocol, including proper name usage and Bonvoy benefit verification.
• Ensure all Bonvoy guests are recognized at check-in, informing them about their benefits and available upgrades.
• Conduct daily operational audits, verifying compliance with Front Desk procedures and Marriott standards.
• Ensure implementation of Shaping Service checklists, verifying the team meets hospitality expectations.
• Verify that security and fraud prevention procedures are properly followed, including payment validation and identity verification.
MARRIOTT BONVOY LOYALTY PROGRAM MANAGEMENT
• Ensure staff is trained on Bonvoy benefits and effectively communicates them to guests.
• Monitor the correct application of Bonvoy benefits, including room upgrades, guaranteed late check-out, and reward points.
• Encourage proactive enrollment of new Bonvoy members, optimizing the hotel's conversion rate.
SYSTEMS USAGE AND OPERATIONAL COORDINATION
• Utilize Opera, Opera Cloud, GXP, and MGS for reservations, room assignments, and status updates.
• Supervise accurate room assignments based on availability and guest preferences, maximizing satisfaction.
• Ensure accuracy in guest billing and charges, guaranteeing correct expense allocation for individual and group accounts.
• Coordinate with Housekeeping and Maintenance to ensure assigned rooms are ready before check-in.
COMPLIANCE WITH CHECK-IN PROCEDURES
• Supervise the team in the lobby during peak check-in times, ensuring an efficient process.
• Use the guest's name and maintain eye contact to enhance the welcome experience.
• Verify guest identity and payment method, following security protocols.
• Manage Mobile Check-In and Mobile Key, ensuring proper delivery and activation.
• Efficiently assign rooms and validate special rates.
• Handle connecting/adjoining room requests, confirming acceptance from both parties.
• Coordinate with Housekeeping for ready-room assignments.
• Oversee group check-ins, advance deposits, and guest preferences.
• Monitor guests in wait status, ensuring a maximum wait time of one hour.
• Proactively communicate hotel services, including restaurants, gym, pool, and Express Check-Out policies.
GUEST SERVICE & SERVICE RECOVERY
• Apply the G.U.E.S.T. and L.E.A.R.N. models for guest interaction and service recovery:
o Greet the guest warmly with eye contact.
o Use their name in conversation and maintain a friendly tone.
o Establish their needs by asking open-ended questions and actively listening.
o Show genuine interest in their experience.
o Thank them for choosing the hotel.
o Listen carefully to their concerns.
o Empathize with their situation.
o Apologize sincerely.
o Resolve the issue effectively.
o Notify the relevant departments and follow up.
• Supervise guest calls and requests, ensuring prompt responses and adherence to protocol.
LEADERSHIP & TEAM DEVELOPMENT
• Supervise, train, and motivate the Front Desk team, ensuring alignment with company service standards and hospitality culture.
• Lead daily operational meetings, communicating service changes, priorities, and improvement opportunities.
• Manage schedules and assignments, optimizing staff resources while maintaining service quality.
• Ensure all staff completes mandatory MGS training on time and remains active on the platform.

EDUCATION & EXPERIENCE
• Degree in Hospitality Management, Tourism, or related field (preferred).
• Minimum 2 years of experience in front desk or guest service operations in hotels.
• Proficiency in Opera, Opera Cloud, GXP, and MGS hotel management systems.
• Experience in customer service, guest complaint handling, and loyalty program management.
SKILLS & COMPETENCIES
• Leadership and team motivation skills.
• Strong communication and problem-solving abilities.
• Commitment to delivering an exceptional guest experience.
• Fluent in English and Spanish (Papiamento and Dutch are a plus).
• Ability to work under pressure and in rotating shifts.
WORK CONDITIONS
• Availability to work rotating shifts, including nights, weekends, and holidays.
• Ability to supervise multiple service points and coordinate operations simultaneously.
• Career growth and professional development opportunities within the company.
• Ongoing training in Front Desk management, customer service, and resource administration.
• Competitive benefits in the hospitality industry.
• Dynamic and multicultural work environment.

This company is an equal opportunity employer.

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At Courtyard, we're passionate about better serving the needs of travelers everywhere. It's what inspired us to create the first hotel designed specifically for business travelers, and it's why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We're looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve - all while having fun.

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.