Supervisor Front Office

About the Role

Sheraton is seeking a Supervisor-Front Office to manage guest check-in and payment processes, ensuring accuracy and guest satisfaction. This full-time position involves overseeing daily operations at the front desk and supporting management in staff development.

Key Responsibilities

• Process guest check-ins, verifying identity, payment, assigning rooms, and issuing keys.
• Set up accurate guest accounts according to specific requirements and enter Marriott Rewards information.
• Ensure rates align with market codes and document any exceptions.
• Secure payment before issuing room keys and verify/adjust billing as needed.
• Compile and review daily reports, logs, and contingency lists; complete cashier and closing reports.
• Provide guests with directions and property information, and accommodate requests by contacting appropriate staff and following up to ensure resolution.
• Process all payment types, vouchers, paid-outs, and charges; balance and drop receipts.
• Count and secure the bank at the beginning and end of each shift.
• Obtain manual authorizations and adhere to all Accounting procedures.
• Notify Loss Prevention/Security of any guest reports of theft.

Leadership and Team Support

• Assist management with training, evaluating, counseling, motivating, and coaching employees.
• Serve as a role model and the initial point of contact for the Guarantee of Fair Treatment/Open Door Policy process.
• Develop and maintain positive working relationships, support the team in achieving common goals, and respond appropriately to employee concerns.

Operational Compliance and Guest Service

• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to management.
• Complete all required safety training and certifications.
• Maintain a clean and professional personal appearance; ensure confidentiality of proprietary information and protect company assets.
• Welcome and acknowledge guests, anticipate and address service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Communicate using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Ensure adherence to quality standards.

Qualifications and Physical Requirements

• Experience required: 2-5 years in a relevant role.
• Ability to enter and locate information using computers/POS systems.
• Capable of standing, sitting, or walking for extended periods.
• Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Additional Duties

The Supervisor-Front Office will perform other reasonable job duties as requested by Supervisors.