Front Desk Supervisor

Description

Cascade Hotel Kansas City

FRONT DESK SUPERVISOR

Join the team at Cascade Hotel Kansas City, a Marriott Tribute Portfolio Hotel, located in the heart of the Country Club Plaza. Featuring 177 guest rooms, more than 15,000 square feet of meeting and event space, signature dining experiences, and a vibrant rooftop venue, Cascade Hotel delivers exceptional hospitality through personalized service, thoughtful experiences, and a commitment to excellence.

We believe exceptional guest experiences begin with exceptional associates. If you are passionate about hospitality, leadership, and creating memorable guest experiences, we'd love to hear from you.

We are seeking an experienced Front Desk Supervisor to join our Front Office team. This position plays a key role in supporting daily front desk operations, developing associates, resolving guest concerns, and ensuring consistent service standards across every shift.

Position Summary

The Front Desk Supervisor provides hands-on leadership and support to the Front Office team while ensuring efficient, accurate, and welcoming service throughout the guest experience. This position serves as a resource for Front Desk associates, assists with training and coaching, supports daily operational tasks, and assumes leadership responsibilities in the absence of the General Manager or Director of Operations.

Key Responsibilities

• Supervise daily Front Desk operations and provide leadership in the absence of the General Manager or Assistant General Manager.
• Lead by example in attendance, professionalism, guest service, and adherence to hotel standards.
• Greet and check in guests while providing warm, efficient, and personalized service.
• Handle guest requests, concerns, and service recovery situations promptly and professionally.
• Maintain strong knowledge of Front Office procedures, systems, reports, and shift responsibilities.
• Train and coach Front Desk associates on hotel procedures, systems, service standards, and daily expectations.
• Ensure all shifts complete required tasks and shift checklists accurately and consistently.
• Monitor and complete Empower tasks, guest communications, and operational follow-up.
• Answer internal and external calls and assist guests with questions, requests, and hotel information.
• Communicate staffing concerns, guest issues, supply needs, and operational challenges to hotel leadership.
• Assist with maintaining Front Office supplies, inventory, and guest market inventory.
• Maintain accurate and organized Front Office documentation, including credit card authorizations, pet agreements, shift checklists, and other required records.
• Assist management with guest review responses and initiatives designed to improve guest satisfaction and service scores.
• Support other hotel departments, including Housekeeping, Engineering, and Food & Beverage, as operational needs require.
• Assist with scheduling and provide coverage for call-outs or unexpected staffing needs.
• Enforce hotel policies, procedures, and professional standards.
• Review and approve electronic timecards for accuracy.
• Perform additional duties as assigned.

Qualifications

Required

• High school diploma or equivalent.
• Previous Front Office or hotel supervisory experience preferred.
• Strong guest service and conflict resolution skills.
• Strong communication, organizational, and time management skills.
• Ability to lead, coach, and motivate associates.
• Ability to multitask and make sound decisions in a fast-paced environment.
• Strong attention to detail and problem-solving skills.
• Proficiency with hotel property management systems and basic computer applications.

Preferred

• Previous Marriott hotel experience.
• Experience with Lightspeed or comparable property management systems.
• Previous Manager on Duty or Front Office leadership experience.
• Schedule Requirements
• Must be available to work a flexible schedule, including mornings, evenings, weekends, holidays, and overtime as business needs require.
• Full-time availability is required.
• Regular attendance and punctuality are essential functions of the position.
• The hotel operates 24 hours a day, 7 days a week.

Benefits

Eligible associates may enjoy:

• Medical, dental, and vision insurance
• Life insurance and voluntary benefits
• Paid Time Off (PTO)
• 401(k) retirement plan
• Marriott Associate Room Rate Program
• Employee recognition programs
• Career growth and development opportunities

Cascade Hotel Kansas City is an Equal Opportunity Employer committed to fostering an inclusive workplace where all associates are valued and respected.

Requirements

• Successful completion of a background check and drug screen may be required as a condition of employment and in accordance with applicable laws.
• Ability to stand and walk for extended periods throughout the shift.
• Ability to lift, carry, push, and pull up to 25 pounds.
• Ability to maintain professionalism and composure when handling challenging guest or operational situations.
• Commitment to maintaining the highest standards of hospitality, appearance, and guest service.