PM Front Office Supervisor - Courtyard Marriott Key West Waterfront

✨ Why Join Our Award-Winning Team? ✨
At the Courtyard by Marriott Key West Waterfront, we don’t just offer jobs — we offer careers with growth, recognition, and the chance to be part of something special. Our team is proud to be recognized for excellence, and we’re looking for passionate hospitality professionals to join us.

Here’s why you’ll love working here:

• Global Marriott Travel Perks – Enjoy deeply discounted hotel stays across thousands of properties worldwide.
• Free Health Insurance – We invest in your well-being with fully covered health benefits.
• Paid Lunch Breaks – Recharge and refuel on us every shift.
• Career Growth & Training – Work for one of the world’s most respected hotel brands with clear paths to advancement.
• A Fun, Supportive Team Culture – Be part of a dynamic group where teamwork, recognition, and positivity are the foundation of success.
• Work in Paradise – Our waterfront location means every day you’ll be surrounded by the beauty of Key West.

Join us, and be part of a team that values hospitality, teamwork, and taking care of people — starting with you.

Courtyard by Marriott Key West Waterfront

Job Description – Front Office Supervisor

Job Title: Front Office Supervisor
Location: Courtyard by Marriott, Key West, Florida
Department: Front Office
Reports To: Assistant General Manager / General Manager

Job Summary

The Front Office Supervisor is responsible for leading daily front desk operations, ensuring seamless guest service, team efficiency, and strict adherence to Marriott brand standards. This position includes supervising associates, handling guest interactions, resolving concerns, and ensuring the hotel is consistently audit-ready in all areas of guest services, front desk operations, loyalty engagement, and problem resolution. The ideal candidate will be guest-focused, detail-driven, and dedicated to delivering service excellence that reflects Marriott’s commitment to quality and hospitality.

Key Responsibilities

Guest Services & Brand Standard Compliance

• Supervise daily front desk operations, ensuring all interactions meet or exceed Marriott brand audit standards.
• Personally greet and acknowledge all guests with proper eye contact, posture, and scripted verbiage as required by brand standards.
• Monitor and coach associates on guest engagement, ensuring professionalism, friendliness, and accuracy in every interaction.
• Ensure correct handling of reservations, check-in/check-out, key issuance, folio review, and payment processes to meet audit requirements.
• Confirm that all guest calls and chats through Marriott systems are answered within designated response times.
• Oversee proper use of GXP for documenting guest requests, complaints, amenities, and service recovery, ensuring cases are fully resolved and closed per audit standards.

Problem Resolution & Service Recovery

• Lead by example in handling guest complaints, demonstrating Marriott’s LEARN model (Listen, Empathize, Apologize, Resolve, Notify).
• Ensure associates are trained and consistently apply approved service recovery tools (compensation guidelines, amenity delivery, follow-up calls).
• Review and track service recovery cases to ensure consistency, fairness, and compliance with brand audits.
• Follow up with guests after resolution to confirm satisfaction and prevent repeat issues.

Front Desk Operations & Quality Assurance

• Maintain audit-ready compliance for lobby cleanliness, signage, lighting, and organization.
• Perform daily brand standard checklists, including uniform compliance, key control, desk presentation, and guest-facing materials.
• Audit guest profiles for accuracy and completeness (email capture, preferences, Bonvoy enrollment).
• Ensure upselling, upgrades, and amenity offers are consistently presented per Marriott guidelines.
• Support night audit and ensure shift reports, occupancy checks, and financial postings are accurate and complete.

Loyalty Program & Elite Member Engagement

• Ensure associates actively promote and enroll guests in Marriott Bonvoy, meeting enrollment and engagement goals.
• Personally recognize Elite members using required brand recognition scripting, amenity presentation, and preference fulfillment.
• Conduct regular audits of Elite welcome checklists, ensuring consistency in amenities, upgrades, and personalized recognition.
• Monitor guest satisfaction survey scores related to Elite appreciation and develop action plans for improvement.
• Ensure all Bonvoy enrollment goals are exceeded monthly

Leadership & Team Supervision

• Provide training, coaching, and corrective feedback to associates on Marriott brand standards and audit requirements.
• Lead daily shift huddles to review service focus points, guest arrivals, VIP/Elite recognition, and audit standards.
• Ensure proper staffing levels, shift coverage, and scheduling compliance.
• Create a culture of accountability, where associates understand how their performance impacts guest satisfaction and audit results.

Technology & Communication

• Ensure accurate use of Marriott PMS, GXP, MGS, and mobile platforms to support guest interactions.
• Oversee timely communication with housekeeping, engineering, and F&B for guest requests and service recovery.
• Report and track system malfunctions or failures, escalating to management as needed.

Administrative & Reporting

• Complete and review front office reports, including occupancy, revenue, arrival/departure summaries, and shift checklists.
• Assist in preparing audit readiness documentation, including temperature logs, key control records, and service recovery logs.
• Lead the tracking of Tax Exempt guests and reporting procedure for month end.
• Analyze guest satisfaction reports (GuestVoice, Medallia) and partner with leadership to improve performance.
• Maintain compliance with all safety, emergency, and security policies, ensuring staff knowledge and adherence.

Qualifications & Requirements

• Experience: 1–2 years of front desk operations experience; Marriott brand experience preferred. Supervisory experience required.
• Education: High school diploma or equivalent; hospitality management degree preferred.
• Skills: Strong leadership, communication, and problem-solving abilities. Must demonstrate attention to detail and consistency in enforcing standards.
• Technology: Proficiency in Opera PMS, GXP, MGS, and Marriott chat systems preferred.
• Certifications: Ability to obtain or maintain required safety and compliance certifications (CPR, first aid, etc.).
• Schedule: Flexibility to work mornings, evenings, overnights, weekends, and holidays.

Work Environment & Physical Requirements

• Standing at the front desk for extended periods.
• Walking throughout the property to monitor operations and assist guests.
• Occasional lifting of up to 25 pounds.

Ability to thrive in a fast-paced, guest-facing environment with high interaction volume

Job Type: Full-time

Expected hours: No more than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: In person