Front Desk Supervisor

Crescent Hotels & Resorts is seeking a motivated and guest-focused Front Desk Supervisor to join our team at the Westin Chicago Northwest – Itasca. This position provides guidance and leadership to Front Desk associates while ensuring exceptional guest service, smooth daily operations, and a welcoming experience for all hotel guests.

The ideal candidate is a hands-on team player with strong hospitality experience, excellent communication skills, and the ability to lead by example in a fast-paced hotel environment.

Key Responsibilities

Supervise daily Front Desk operations and provide guidance and support to Guest Service associates. Assign daily responsibilities, communicate expectations, and monitor associate performance. Greet guests warmly and provide professional, friendly, and efficient service. Assist with guest check-in and check-out procedures, ensuring accurate reservations, room assignments, and billing.

Respond promptly to guest requests, concerns, and complaints, providing effective solutions. Handle guest escalations professionally and authorize appropriate service recovery adjustments within established guidelines. Promote Marriott brand programs and hotel services to enhance the guest experience. Process guest payments, credit card authorizations, room charges, and cash transactions accurately.

Maintain accurate guest accounts, Front Desk records, and daily reports. Answer telephone inquiries, assist with guest messages, and provide information about hotel amenities and local attractions. Support Front Desk associates during busy periods, group arrivals, and departures. Remain calm and professional during emergencies and high-volume periods.

Ensure compliance with Marriott brand standards, hotel policies, and Crescent Hotels & Resorts procedures. Maintain a professional appearance and positive working relationships with guests and associates. Follow hotel safety and security procedures, including proper key control and reporting of safety concerns. Perform other duties as assigned.

Qualifications

Previous hotel Front Desk or Guest Services experience preferred. Previous supervisory or team leadership experience preferred. Strong customer service, communication, and interpersonal skills. Experience with hotel Property Management Systems (PMS) preferred. Marriott brand experience is a plus. Strong organizational skills and attention to detail.

Ability to handle guest concerns with patience, professionalism, and good judgment. Basic math skills and experience handling cash and payment transactions. Ability to multitask and work effectively in a fast-paced environment. Ability to work independently while supporting a team environment. Ability to stand and walk for extended periods while performing Front Desk responsibilities.

Flexible availability, including evenings, weekends, and holidays. Work Schedule This is a full-time, hourly position with a flexible schedule, primarily focused on PM shifts. Availability to work evenings, weekends, and holidays is required based on hotel business needs. Why Join Crescent Hotels & Resorts? At Crescent Hotels & Resorts, we are a team of hospitality professionals who are deeply connected to and proud of the exceptional experiences we provide for our guests.

More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, celebrate you, and cheer you on as you shine bright in your career journey. Whether it be our health and wellness programs, best-in-class learning and development, or our travel discounts that "feed your inner explorer," we work hard to create and deliver on what YOU need.

We are ready for you to start your journey with us, where You Belong. We Care. Shine Bright. We are looking for our next great team member to join our Front Office team! We are committed to providing you with: Highly competitive wages An exceptional benefits plan for eligible associates and their family members 401(k) matching program for eligible associates Flexible scheduling to allow you to focus on what is important to you Discounts at Crescent-managed properties across North America for you and your family members