FRONT DESK SUPERVISOR - CCH

Job description

Front Desk Supervisor
The Ellison, A Tribute Portfolio Hotel

Property Info:

At The Ellison, we believe every stay should feel personal, thoughtful, and distinctly Oklahoma. As part of Marriott's Tribute Portfolio, our boutique hotel celebrates individuality, local culture, and genuine hospitality. Inspired by acclaimed Oklahoman author Ralph Ellison, The Ellison offers guests an elevated experience through exceptional service, curated design, and meaningful connections to our community.

Located in the heart of Oklahoma City's Classen Curve, The Ellison is more than a hotel—we are a neighborhood destination where guests gather, celebrate, and create memorable experiences. If you are passionate about hospitality, enjoy building relationships, and take pride in creating exceptional guest experiences, we'd love to welcome you to our team.

Why The Ellison?

At The Ellison, our associates create experiences that reflect the character of our hotel and the spirit of Oklahoma City. We invest in our people by providing opportunities for growth, professional development, and advancement. Here, you'll join a supportive team that values collaboration, authenticity, and a genuine passion for hospitality.

Position Summary:

The Front Desk Supervisor handles internal and external guest issues in the absence of the Front Office manager. Operating primarily from the front desk, this position ensures all front desk functions are completed accurately and efficiently. This position addresses or escalates any major guest or associate complaints to the management team. The Front Desk Supervisor also acts as a liaison between Front Desk and all operations departments and ensures that all requests to/from these departments are fulfilled within a timely manner. This guest-facing position is responsible for more than check-ins and check-outs; The Front Desk is the first and last impressions of The Ellison, creating memorable experiences through warm hospitality, genuine engagement, and personalized service, assisting with guest requests, promoting hotel amenities, and ensuring every guest feels valued throughout their stay.

Duties/Responsibilities:

• Deliver exceptional hospitality by welcoming every guest with professionalism, warmth, and enthusiasm.
• Assign rooms, issue room keys, and provide information regarding hotel amenities, services, and local attractions.
• Anticipate guest needs and proactively provide personalized recommendations, directions, and information about hotel amenities, Milo, local attractions, and Oklahoma City experiences.
• Respond promptly and professionally to guest inquiries, requests, and concerns. 
• Resolve guest concerns in a courteous and service-oriented manner. 
• Maintain thorough knowledge of room types, hotel services, Marriott Bonvoy benefits, promotions, dining outlets, and current events.
• Promote hotel services and amenities through thoughtful upselling and informed recommendations. 
• Accurately post charges, process payments, and reconcile guest accounts as needed. 
• Follow hotel policies, procedures, brand standards, and safety protocols. 
• Maintain a neat, professional appearance in accordance with company standards. 
• Demonstrate professionalism, respect, and teamwork in all interactions with guests and associates. 
• Complete required training and assigned tasks promptly. 
• Perform other duties as assigned. 

 Required Skills/Abilities:

• Strong verbal and written communication skills. 
• Excellent interpersonal and guest service skills. 
• Strong organizational skills and attention to detail. 
• Ability to multitask and remain composed in a fast-paced environment. 
• Ability to use sound judgment when handling guest concerns and stressful situations. 
• Strong computer skills and the ability to learn hotel systems and technology. 
• Ability to work a flexible schedule, including mornings, evenings, weekends, and holidays. 
• Ability to work independently and as part of a team. 

 Qualifications:

Physical Requirements

• Must be able to stand and walk for extended periods throughout the shift. 
• Must be able to occasionally bend, reach, stoop, and lift or carry items up to 25 pounds. 
• Must be able to perform repetitive motions such as typing and key generation.

The Ellison, A Tribute Portfolio Hotel, is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.