Hotel Front Office Supervisor

Come for a job, Stay for a career!

Come Join the Waterford Hotel Group Team!

Waterford Hotel Group is continuously looking to meet the best and brightest talent that the hospitality industry has to offer. Waterford is dedicated to the growth and development of our Associates and we welcome you to discover a culture where your contributions are recognized and celebrated. If you want to be part of a team that embraces collaboration with a focus on continuous improvement and you think you have what it takes to “wow” our customers, we invite you to explore a career with Waterford Hotel Group

The Ideal Candidate for this Position

The right candidate will be detail oriented with excellent organizational skills, have the ability to make quick decisions, and problem solve to achieve outstanding guest satisfaction while ensuring compliance with policy and financial standards.

What You Will Be Doing

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk during the 2nd shift (typically 3:00 PM – 11:00 PM). This role ensures that all guests receive exceptional service in line with Marriott standards, while supporting associates with training, guidance, and problem resolution. The supervisor assures all guest service agents are following as Marriott brand standards for both service and system compliance. The supervisor serves as the evening point of contact for guest service issues, helps maintain smooth operations, and supports the overall goals of the Front Office team.

Job Requirements Responsibility

• Ideal candidate must have prior Hotel Front Desk Supervisory experience.
• This position is mostly stationed at the front desk, it is not an office position
• Review House Count for each room type in MARSHA to balance inventory
• Host Daily Stand ups communicate functions in house
• Coordinate breaks and assign tasks as needed.
• Pre-arrival planning for current day though upcoming 10 days
• Audit upcoming arrivals, special requests, package reservations
• Audit billing for group, and 3rd party reservations, paying attention to mixed billing
• Audit Credit Card Limit declined credit card reports- take action to collect payment with guest
• Detail oriented with emphasis on continuous process improvement
• Follow up on any open guest requests
• Monitor the mobile dashboard, and Guest Service experience platform for guest needs, respond and resolve within the brand standard allotted time. Review all Ambassador Elite Member arrivals
• Lead team by example, following all brand standards, to provide Wonderful Hospitality Always
• Will train new associates, as well as provide training on any new procedures implemented to the front office
• Will assist the Front Office Manager with team motivation and engagement, providing positive feedback as well as constructive criticism
• Outstanding Organization skills

• Relay shift information to management and the next shift to ensure seamless transitions

• Communicate effectively with Housekeeping, Engineering, and other departments to address guest needs

• Support group arrivals, VIP guests, and special requests

• Oversee compliance with Marriott brand and property standards
• Strong ability to multi-task and problem solve
• Ensure outstanding guest experiences at all times
• Act as a role model for associates on shift when handling guest issues or any day to day responsibilities
• You must be able to pass a thorough background check and be drug free