Supervisor - Front Office

Position Overview

The Front Office Supervisor is responsible for handling all guest check-in procedures by verifying identity, payment methods, assigning rooms, and issuing keys. This role requires setting up accurate guest accounts as per individual needs, entering loyalty program details, and ensuring that rates match market requirements while documenting variations.

Key Responsibilities

• Manage all guest check-in protocols including secure payment processing prior to key issuance and accurate billing verification and adjustments.
• Compile, review, and maintain daily operational reports, logs, and contingency lists.
• Perform cashier duties such as balancing and dropping receipts and ensure bank security at the start and end of each shift.
• Handle all payment transactions, vouchers, paid-outs, and charges while following accounting procedures and securing necessary manual approvals.
• Communicate with Loss Prevention or Security about any guest theft reports.
• Support management in training, evaluating, counseling, motivating, and coaching front office staff and act as a role model for company policies including the Fair Treatment/Open Door Policy.
• Foster a positive work environment by building constructive relationships to achieve team goals and responding appropriately to staff concerns.
• Ensure compliance with company policies, report incidents and unsafe conditions, complete safety trainings, maintain a professional appearance, and protect sensitive company information and assets.
• Welcome guests warmly, anticipate service needs, assist differently-abled guests, and express genuine appreciation to all visitors.
• Use clear and professional communication in person and through telephone etiquette; accurately prepare and review written documents.
• Maintain quality standards and efficiently use computer and POS systems to access information.
• Physically able to stand, sit, or walk for extended periods, and handle light lifting (up to 10 pounds) without assistance.
• Perform other duties as assigned by Supervisors.

Candidate Profile

• Minimum educational qualification: High school diploma or equivalent GED.
• At least one year of relevant front office work experience.
• At least one year of supervisory experience is required.
• No specific license or certification required.

Company Commitment

The organization is an equal opportunity employer valuing diversity and fostering an inclusive atmosphere where associates’ varied backgrounds and talents are appreciated. Non-discrimination is strictly maintained regardless of disability, veteran status, or other protected categories.

As a member of Sheraton Hotels & Resorts and its global network through Marriott International, associates are part of a worldwide community dedicated to providing warm, meaningful experiences since 1937. Those who thrive here are team-oriented individuals passionate about delivering outstanding guest services and contributing to memorable moments.