Department: Front Office
Reports To: Front Office Manager / General Manager
Location: Courtyard by Marriott Brampton – Brampton, Ontario
Salary: From 43,000/year
Hours: 40 hours per week
Position Summary
The Front Desk Supervisor is responsible for supporting the daily operations of the Front Desk and ensuring exceptional guest service in accordance with Marriott brand standards. This position provides leadership and guidance to Front Desk Associates, oversees front office activities during assigned shifts, and assists in maintaining high levels of guest satisfaction, operational efficiency, and team performance.
The Front Desk Supervisor serves as a role model for service excellence and acts as the primary point of contact for guest concerns, escalations, and operational issues when management is not present.
Key Responsibilities
Guest Service Excellence
- Deliver exceptional customer service and create memorable guest experiences.
- Ensure all guests are welcomed and recognized in accordance with Marriott brand standards.
- Handle guest concerns, complaints, and service recovery situations professionally and promptly.
- Monitor guest satisfaction scores and contribute to achieving property service goals.
- Promote Marriott Bonvoy membership enrollment and recognition programs.
Front Desk Operations
- Supervise Front Desk operations during assigned shifts.
- Ensure efficient check-in and check-out procedures.
- Monitor room inventory, room assignments, and guest requests.
- Assist with reservations, room changes, and billing inquiries.
- Ensure proper cash handling, credit card processing, and audit procedures are followed.
- Verify accuracy of guest accounts and folios.
- Coordinate with Housekeeping, Maintenance, and other departments to ensure guest needs are met.
Team Leadership
- Provide daily direction, coaching, and support to Front Desk Associates.
- Assist with onboarding and training of new team members.
- Monitor employee performance and provide feedback to support development.
- Promote teamwork, professionalism, and a positive work environment.
- Assist management in maintaining compliance with company policies and procedures.
- Support employee engagement initiatives and departmental meetings.
Operational Oversight
- Ensure compliance with Marriott brand standards and operating procedures.
- Maintain front office logs, shift reports, and communication records.
- Monitor lobby appearance and front desk presentation standards.
- Assist with scheduling and shift coverage as directed by management.
- Support the execution of emergency procedures and safety protocols.
- Participate in departmental inspections and quality assurance initiatives.
Revenue & Performance Support
- Support efforts to maximize occupancy and room revenue.
- Promote upselling opportunities, room upgrades, and hotel services.
- Monitor daily arrivals, departures, VIP guests, and special requests.
- Assist in achieving departmental performance metrics and guest satisfaction targets.
Qualifications
- Minimum 1–3 years of hotel front desk experience.
- Previous supervisory or leadership experience preferred.
- Strong knowledge of hotel front office operations.
- Experience with Marriott systems, including FOSSE, MARSHA, GXP, or equivalent property management systems, is considered an asset.
- Excellent customer service and conflict resolution skills.
- Strong organizational and multitasking abilities.
- Proficiency in Microsoft Office applications.
Working Conditions
- Must be available to work days, evenings, weekends, holidays, and overnight shifts as required.
- Ability to stand for extended periods.
- Ability to lift up to 25 lbs occasionally.
- Fast-paced hospitality environment requiring frequent interaction with guests and team members.
Job Type: Full-time
Pay: From $43,000.00 per hour
Work Location: In person
