Front Desk Supervisor

About the Role

The Ritz-Carlton is seeking a Front Desk Supervisor to oversee front desk operations and ensure exceptional guest experiences. This full-time role involves assisting staff with guest-related issues, processing check-ins and payments, and coordinating with other departments to maintain service standards. The ideal candidate will have 2-5 years of relevant experience.

Key Responsibilities

• Assist staff in resolving problem payments, such as credit card processing issues.
• Follow up with guests to ensure satisfaction regarding their issues.
• Process guest check-ins by confirming reservations, assigning rooms, and issuing/activating room keys.
• Handle all payment types, including room charges, cash, checks, debit, and credit.
• Set up accurate guest accounts upon check-in, managing sharewiths, separate room/tax/incidentals, and comp accounts.
• Anticipate sold-out situations and secure alternative accommodations for guests with reservations when the property cannot accommodate them.
• Block rooms in the computer system, identifying designated requirements and requests.
• Contact appropriate departments (*, Bellperson, Housekeeping) to resolve guest calls, requests, or problems.
• Coordinate with Housekeeping to monitor room readiness for check-in.
• Review shift logs and daily memo books, documenting pertinent information.
• Count the bank at the beginning and end of each shift, balancing and dropping receipts according to Accounting specifications.

Leadership and Operational Support

• Assist management with hiring, training, scheduling, evaluating, counseling, disciplining, 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.
• Report accidents, injuries, and unsafe work conditions to the manager, and complete required safety training and certifications.
• Ensure adherence to all company policies and procedures, maintaining a clean and professional uniform and personal appearance.
• Maintain confidentiality of proprietary information and anticipate guests’ service needs.
• Communicate professionally and clearly, prepare accurate written documents, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with colleagues and ensure adherence to quality expectations and standards.

Qualifications and Physical Requirements

• 2-5 years of experience in a similar role.
• Ability to stand, sit, or walk for extended periods.
• Capability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

About The Ritz-Carlton

The Ritz-Carlton, part of Marriott International, operates over 100 award-winning properties globally. The brand is dedicated to delivering exceptional luxury service, guided by its "Gold Standards," which include the Employee Promise, Credo, and Service Values. The Ritz-Carlton fosters an environment where associates are empowered to be creative, thoughtful, and compassionate, contributing to a culture that drives success and maintains its reputation as a global leader in luxury hospitality.

Commitment to Diversity

Marriott International is an equal opportunity employer committed to diversity and inclusion. The company values the unique backgrounds, cultures, talents, and experiences of its associates, fostering an environment where all individuals are welcomed and have access to opportunity. Marriott International is committed to non-discrimination on any protected basis, including disability and veteran status, as per applicable law.