Front Desk Supervisor

POSITION SUMMARY

At City Express by Marriott Minneapolis, the Front Desk Supervisor leads the front desk team in delivering a seamless and welcoming guest experience. This role is responsible for overseeing daily front office operations, guiding Front Desk Agents, and managing guest interactions from arrival to departure. The Supervisor ensures that brand standards, operational procedures, and service excellence are consistently upheld by the entire shift, while also acting as the primary point of contact for escalated guest inquiries.

KEY RESPONSIBILITIES

• Leadership & Team Supervision
• Supervise, train, and support Front Desk Agents to ensure high performance and adherence to Marriott standards.
• Assist management with shift scheduling, assigning daily tasks, and verifying the completion of shift checklists.
• Provide continuous coaching, mentorship, and constructive feedback to front desk team members.
• Serve as the first point of contact for staff questions and act as the Manager on Duty (MOD) during assigned shifts in the absence of senior leadership.
• Guest Service & Experience
• Act as the lead for escalated guest requests, concerns, and complex service recovery situations, resolving issues promptly and professionally.
• Oversee and assist with efficient check-in and check-out processes, stepping in to manage high-volume periods.
• Champion the guest experience by modeling exceptional, personalized service for the team to emulate.
• Maintain a positive, professional, and service-focused environment that enhances guest satisfaction and loyalty.
• Reservations, Revenue & Operations
• Monitor the accuracy of reservations, modifications, and cancellations processed by the team.
• Drive team performance in promoting hotel services, amenities, and upsell opportunities to maximize revenue.
• Lead the team’s Marriott Bonvoy enrollment efforts, ensuring staff are properly educating guests on program benefits.
• Monitor front desk supplies and inventory, reporting needs to management.
• Cash Handling & Transactions
• Oversee shift closing procedures, verify cash drops, and ensure all daily financial reporting is accurate.
• Handle all monetary transactions securely and ensure the team strictly follows cash handling protocols.
• Reconcile shift cash banks, research routing errors, and resolve any drawer discrepancies.

OPERATIONAL STANDARDS

• Enforce all Marriott brand standards and front office procedures among the team.
• Audit and maintain accurate records, logs, and communication notes for the shift.
• Coordinate with housekeeping and maintenance leadership to ensure room readiness and resolve facility issues.
• Oversee and support daily operational tasks as assigned by leadership.

PROFESSIONAL CONDUCT

• Maintain full uniform compliance, including proper grooming and visible name tag, setting the standard for the team.
• Demonstrate and model professionalism, respect, and integrity in all interactions.
• Adhere to and enforce company policies regarding attendance, behavior, and workplace standards.
• Represent Marriott's service culture through positive communication and team leadership.

SAFETY & COMPLIANCE

• Enforce all hotel safety and security procedures during the shift.
• Report and manage incidents, hazards, or suspicious activity immediately.
• Ensure team compliance with local, state, and brand regulations.
• Protect guest confidentiality at all times and ensure the team does the same.

QUALIFICATIONS

• High school diploma or equivalent required; college education preferred.
• Previous hotel front desk experience required; supervisory or leadership experience preferred.
• Strong leadership, communication, problem-solving, and interpersonal skills.
• Advanced computer proficiency and ability to train others on hotel systems.
• Flexible availability, including nights, weekends, and holidays.
• Ability to stand for extended periods and lift up to 50 lbs as needed.

CORE COMPETENCIES (MARRIOTT SERVICE CULTURE)

• Put People First: Build genuine relationships with guests and mentor team members.
• Pursue Excellence: Deliver and drive consistent, high-quality service across the shift.
• Embrace Change: Adapt to evolving guest needs and guide the team through business demands.
• Act with Integrity: Maintain trust through honesty, accountability, and fair leadership.
• Serve Our World: Contribute positively to the workplace and community.

Pay: From $18.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Ability to Commute:

• Minneapolis, MN 55420 (Preferred)

Work Location: In person