Front Desk Supervisor

Job Description: Front Desk Supervisor

Four Points by Sheraton

Brand Overview

Four Points by Sheraton is a brand within the Marriott International portfolio that offers an authentic and uncomplicated travel experience. We provide exactly what our guests need in a friendly, genuine, and approachable environment . Our team members embody a culture where "timeless classics are woven with modern details" and where business meets pleasure . We are seeking a leader who can put guests at ease while maintaining the practical, comfortable, and reliable service standards that define the Four Points brand.

Position Summary

The Front Desk Supervisor is primarily responsible for the success of Front Office operations at the hotel. This role ensures that guest satisfaction and quality standards are met while managing all areas within the Front Office: Front Desk, Guest Services, Reservations, and PBX according to Marriott and Four Points brand standards . The supervisor displays exemplary performance for staff to follow and serves as a key liaison between guests, front desk agents, and hotel management .

Essential Duties and Responsibilities

Guest Services

• **Lead by Example:** Greet guests immediately with a sincere and friendly welcome, performing all check-in and check-out procedures in accordance with Marriott brand standards .

• **Service Recovery:** Respond appropriately to guest complaints and concerns. Conduct thorough research to determine effective solutions and make appropriate service recovery gestures to ensure 100% guest satisfaction .

• **Guest Assistance:** Provide guests with accurate information regarding hotel services, local attractions, and directions. Anticipate and address guests' service needs proactively .

Front Desk Operations

• **Payment Processing:** Process all payment types accurately including room charges, cash, checks, debit, or credit. Assist staff with expediting problem payments (e.g., problems processing credit cards) .

• **Room Management:** Block rooms in the computer and identify designated requirements and requests. Coordinate with Housekeeping to track readiness of rooms for check-in .

• **Financial Accountability:** Balance all cash, check, credit card, and ledger accounts through verification. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications .

• **Inventory Management:** Manage inventory effectively in the Property Management System (PMS). Monitor rates daily to ensure accuracy .

Team Leadership

• **Staff Supervision:** Direct daily activities at the Front Desk, Guest Services, and Reservations. Schedule according to the needs of the operation, ensuring proper coverage .

• **Training & Development:** Provide training to all employees in all aspects of the operation. Assist management in hiring, interviewing, and evaluating employees .

• **Performance Management:** Address performance deficiencies of front office staff through coaching and disciplinary actions. Conduct performance reviews and maintain accurate employee documentation .

• **Communication:** Effectively communicate all pertinent information to all employees through shift briefings and staff meetings .

Administrative & Reporting

• **Reporting:** Compile occupancy statistics and assist in rooms forecasting. Review shift logs/daily memo books and document pertinent information in logbooks .

• **Group Coordination:** Serve as a liaison between the sales department and front desk to ensure successful group events at the hotel .

• **Safety Compliance:** Report accidents, injuries, and unsafe work conditions to management. Complete safety training and certifications. Follow all company policies and procedures .

Qualifications

Education & Experience

• **Education:** High school diploma or G.E.D. equivalent required. Some college preferred .

• **Experience:** At least 1-2 years of related work experience in a hotel front desk or guest services role .

• **Supervisory Experience:** Previous supervisory experience preferred, though Marriott indicates that formal supervisory experience may not always be required if the candidate demonstrates leadership potential .

Skills & Abilities

• **Communication:** Must speak fluent English; additional languages are highly preferred. Ability to read and speak English and comprehend simple instructions, short correspondence, and memos . Ability to effectively present information in one-on-one and small group situations .

• **Technical Skills:** Experience with hotel reservations systems (Opera, Lightspeed, or similar Marriott systems) preferred . Proficiency in Microsoft Office and Excel required .

• **Mathematical Skills:** Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages .

#### Personal Attributes

• Commitment to maintaining guest service as the driving philosophy of the operation

• Ability to maintain confidentiality of proprietary information

• Flexibility to work various shifts including mornings, evenings, nights, weekends, and holidays

• Professional demeanor with high standards of personal appearance and grooming

• Team player with client focus and flexibility

Working Conditions & Physical Requirements

• **Availability:** Must have open availability as the hotel operates 24 hours a day, 7 days a week. Operational demands require variations in shift days, starting times, and hours worked in a week .

• **Physical Demands:** Frequently standing and walking behind the front desk for the majority of the shift. Ability to lift, carry, or pull items weighing up to 25-50 pounds . Specific vision abilities required include close vision, distance vision, color vision, and the ability to adjust focus .

Compensation & Benefits

Based on recent Four Points by Sheraton job postings and salary data:

• **Typical Benefits:**

• Medical, Dental, and Vision Insurance (for full-time employees)

• 401(k) retirement plan with company match

• Paid Time Off (Vacation, Sick, Holidays)

• Hotel/Travel discounts (Marriott Explore Rate)

• Employee assistance programs and wellness programs

• Flexible spending accounts

• Life insurance and disability insurance

• Employee Food and Beverage Discounts

• Early access to earned wages (at some locations)

About Four Points by Sheraton

Where timeless classics are woven with modern details. Where business meets pleasure. Where even when travelers are global, they can experience the local. As a member of the team, you will become part of our united Four Points by Sheraton community where everyone is welcome, we support each other, and every hotel matters . We provide exactly what guests need in an uncomplicated way. If you are seeking opportunities to put guests at ease in a friendly, genuine, and approachable environment, join our team .

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*Four Points by Sheraton is part of the Marriott International portfolio. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive, people-first culture .*