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.

• →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.

• 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.

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.  

• 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