Front Desk Supervisor
The Ritz-Carlton
Salary undisclosed
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Description
POSITION SUMMARY
Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
About this role
The Front Desk Supervisor role at The Ritz-Carlton's Lahaina property combines guest-facing service with operational oversight and team leadership. You'll manage check-ins and payments, handle room assignments and key activation, and troubleshoot guest issues—from processing various payment types to securing alternative accommodations when the property is sold out. The position also requires coordinating across departments like Housekeeping and Bellservices to keep operations running smoothly, tracking room readiness, and maintaining accurate financial records through shift bank counts and receipt reconciliation.
Beyond the front desk itself, you'll support management in hiring, training, and coaching staff, serving as a first point of contact for employee concerns and modeling professional standards. This means balancing direct guest service with people management responsibilities. The role demands strong communication skills, attention to detail with reservations and accounts, and the ability to stay composed during high-pressure situations like overbooking scenarios.
The position requires at least one year of related front desk or hospitality experience and a high school diploma or equivalent. No prior supervisory experience is necessary. You'll be on your feet for extended periods and need to be comfortable with the physical demands of a busy hotel environment. This is a full-time, in-office role in Lahaina, Hawaii.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Front Desk Supervisor postings in Lahaina, and analyze any offer before you accept it.
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