FRONT OFFICE MANAGER

Operations Supervisor

Reports To: General Manager

Job Summary:

The Operations Supervisor assists the General Manager in overseeing daily hotel operations to ensure exceptional guest experiences, efficient staff performance, and adherence to brand and safety standards. This role supports multiple departments-primarily Front Desk and Housekeeping-to maintain smooth operation of the property and uphold a high level of cleanliness, service, and guest satisfaction.

The ideal candidate is reliable, service-driven, and flexible, with the ability to work any day of the week and all three front desk shifts (AM, PM, and Night Audit) as business needs require.

Key Responsibilities:

Guest Experience & Service

• Serve as the Manager on Duty (MOD) as scheduled, handling guest concerns and ensuring prompt, professional resolution.
• Support front desk operations, ensuring smooth check-in/check-out processes and adherence to brand service standards.
• Maintain a visible presence throughout the hotel, proactively identifying and addressing guest or property needs.
• Manage guest feedback and reviews, ensuring timely follow-up and effective service recovery.

Operational Oversight

• Supervise and assist with daily housekeeping operations to ensure room quality and cleanliness meet brand expectations.
• Conduct routine property inspections to monitor cleanliness, safety, and maintenance needs.
• Coordinate with maintenance and other departments to resolve issues impacting guest satisfaction or safety.
• Ensure compliance with safety, security, and sanitation protocols.

Team Leadership & Training

• Support the hiring, training, and coaching of front desk and housekeeping team members.
• Promote a positive, team-oriented work environment focused on service excellence.
• Monitor staff performance, attendance, and adherence to policies and appearance standards.
• Lead by example in professionalism, accountability, and guest service.

Administrative Duties

• Assist with scheduling, payroll verification, and supply inventory (linens, amenities, cleaning materials).
• Review daily reports, occupancy forecasts, and operational data to optimize staffing and efficiency.
• Support the implementation of operational policies and standard operating procedures.
• Maintain accurate documentation and ensure compliance with brand and local regulations.

Qualifications:

• Must have FOM/ Hotel Experience; Marriott Experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage guest issues with professionalism and empathy.
• Open availability - must be able to work AM, PM, and Night Audit shifts, including weekends and holidays.
• Ability to stand for long periods and perform light physical duties as needed.

Core Competencies:

• Guest-Centric Mindset
• Leadership and Team Development
• Accountability and Reliability
• Problem Solving and Initiative
• Professional Communication
• Flexibility and Adaptability