What are the responsibilities and job description for the Front Desk Supervisor position at Courtyard by Marriott Madison West/Middleton?
Position Overview
The Front Desk Supervisor supports the daily operations of the Front Desk and serves as a leader, problem‑solver, and brand ambassador for Courtyard by Marriott. This role ensures exceptional guest service, smooth shift operations, and adherence to Marriott standards while assisting in training, coaching, and supporting the front office team.
Key ResponsibilitiesGuest Service & Operations
- Lead daily front desk operations, ensuring efficient check‑in, check‑out, and guest service delivery.
- Resolve guest concerns promptly and professionally, using Marriott’s service recovery standards.
- Maintain a strong presence in the lobby to support guests and team members.
- Ensure accuracy in billing, payment processing, and financial transactions.
- Monitor room availability, special requests, and VIP arrivals to ensure seamless experiences.
- Support the implementation of Courtyard brand programs, loyalty initiatives, and service culture.
Team Leadership
- Assist in training, coaching, and developing front desk associates.
- Provide ongoing feedback and support to maintain high performance and service consistency.
- Lead by example in delivering warm, efficient, and anticipatory service.
- Help create a positive, collaborative work environment aligned with Marriott values.
Administrative & Compliance
- Oversee shift checklists, daily reports, and operational logs.
- Ensure compliance with Marriott policies, safety standards, and security procedures.
- Assist with scheduling, staffing needs, and communication between departments.
- Support inventory management for front office supplies and materials.
- Work directly with the General Manager.
Qualifications
- Previous hotel front desk or guest service experience required; supervisory experience preferred.
- Strong communication, leadership, and problem‑solving skills.
- Ability to multitask in a fast‑paced environment with professionalism and composure.
- Familiarity with PMS systems (preferably Marriott’s systems such as FOSSE or Lightspeed but not required).
- Flexible availability, including evenings, weekends, and holidays.
- Commitment to delivering exceptional hospitality and upholding Marriott brand standards.
Join our team as a Front Desk Supervisor and become the face of our hospitality experience! Your leadership will inspire your team to deliver memorable stays for every guest while advancing your career in the vibrant world of hotel management.
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person