Front Office Supervisor

Position Summary

The Front Desk Supervisor supports the daily operations of the front desk for both Aloft and Element North Kansas City. This position ensures exceptional guest service, accurate front office procedures, and smooth coordination between departments. The Supervisor assists with training, coaching, and leading the front desk team while upholding Marriott brand standards and property-specific service expectations.

• Lead by example and deliver exceptional customer service at all times.
• Oversee check-in, check-out, reservation procedures, and guest inquiries for both properties.
• Resolve guest concerns professionally and efficiently, escalating issues to leadership as needed.
• Ensure front desk agents follow all Marriott brand standards, service protocols, and audit requirements.
• Maintain a clean, organized, and welcoming front desk environment.

• Assist with training, onboarding, and continual coaching of front desk associates.
• Provide daily direction and support to agents, ensuring coverage and smooth operations.
• Monitor team performance, offering real-time feedback and reinforcing service expectations.
• Serve as the primary support for the MOD (Manager on Duty) during AM or PM shifts.

• Verify accuracy of daily reports, cash handling, and shift audits.
• Assist with room assignment, rate adjustments, billing inquiries, and resolving payment discrepancies.
• Maintain knowledge of hotel promotions, packages, and upsell opportunities.
• Support scheduling needs and assist with timekeeping accuracy when directed by leadership.

• Collaborate closely with Housekeeping, Maintenance, and Food & Beverage to ensure seamless guest experiences.
• Communicate VIP arrivals, guest preferences, and operational updates to all relevant departments.
• Participate in daily standups/huddles, departmental meetings, and required trainings.

• Prior hotel front desk experience required;
  Marriott experience preferred.
• Previous supervisor or shift lead experience strongly preferred.
• Strong communication, conflict resolution, and customer service skills.
• Ability to multi-task and remain calm in fast-paced or high-pressure situations.
• Proficient with computers; experience with Marriott systems such as Lightspeed/Opera is a plus.
• Must have open availability, including weekends and holidays as needed.