Front Office Supervisor

Description

Position Summary: This position focuses on managing the check-in process, handling financial transactions, and delivering exceptional guest service—including resolving guest requests and supporting management. Key Responsibilities: 1. Manages guest check-in records and verifies guest identities. 2. Processes payments and ensures accuracy of guest accounts. 3. Provides assistance and handles guest requests in a personalized manner. **Additional Information** **Job Number**26061259 **Job Category**Rooms \& Guest Services Operations **Location**Almare a Luxury Collection Resort Isla Mujeres Cancun, Carretera Garrafon Vista Alegre, Isla Mujeres, Quintana Roo, Mexico, 77400 **Schedule**Full Time **Located Remotely?**N **Position Type** Non\-Management Process all guest check-in registrations, verify guest identity and payment method, assign rooms, issue and activate room keys. Open accurate accounts for each guest according to their requirements. Enter information regarding the Marriott Rewards loyalty program. Ensure rates comply with market standards and that all exceptions are properly documented. Collect payment prior to issuing room keys and verify or adjust billing. Compile and review daily incident reports, logs, and exception lists. Complete cashier reports and closing reports. Provide guests with directions and information on how to reach destinations, and offer hotel-related information. Respond to guest requests by contacting appropriate staff as needed. Follow up to ensure requests have been addressed. Process all forms of payment, vouchers, disbursements, and expenses. Balance and submit receipts. Calculate and secure cash drawer at the beginning and end of each shift. Obtain manual authorizations and adhere to all Accounting procedures. Notify Loss Prevention or Security of any theft claims reported by guests. Assist management with training, evaluating, coaching, motivating, and mentoring employees, and serve as a role model and first point of contact for the “Fair Treatment Guarantee and Open Door Policy” process. Cultivate and maintain positive working relationships, support team efforts toward shared goals, and listen to and appropriately respond to employee concerns. Comply with all company policies and procedures; report accidents, injuries, and unsafe working conditions to management; ensure uniform and personal appearance are neat and professional; maintain confidentiality of proprietary information and protect company assets. Greet and acknowledge guests per company standards, anticipate their service needs and fulfill them, assist guests with disabilities, and thank guests with genuine appreciation. Speak using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using proper protocol. Ensure adherence to quality standards. Enter and retrieve information using computers or point-of-sale (POS) systems. Stand, sit, or walk for extended periods. Move, lift, carry, push, pull, and place objects weighing 10 pounds or less without assistance. Perform other reasonable job duties as requested by supervisors. DESIRABLE COMPETENCIES Education: High school diploma or equivalent GED certificate. Relevant work experience: At least 1 year of related work experience. Supervisory experience: At least 1 year of supervisory experience. License or certification: None *At Marriott International, we are committed to offering equal opportunities, ensuring everyone feels welcome, and facilitating access to employment opportunities. We actively foster an environment where the diversity of our associates’ backgrounds is valued and celebrated. Our greatest strength lies in the exquisite blend of cultures, talents, and experiences of our associates. We are committed to non-discrimination based on disability, veteran status, or any other characteristic protected by applicable law.* The Luxury Collection Hotels \& Resorts, with more than 120 hotels across over 35 countries, delivers authentic experiences that evoke lasting, treasured memories. Our more than 100 years of expertise—beginning in 1906 under the Italian brand CIGA (a collection of Europe’s most famous and iconic hotels)—serves as a strong foundation as we evolve to exceed the expectations of luxury travelers. From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale: a portal to the destination’s cultural charms and treasures. If you appreciate evocative storytelling, feel passion and curiosity about this destination’s heritage, and desire to deliver genuine, personalized hospitality that anticipates guests’ needs, we invite you to join our journey. By joining The Luxury Collection, you become part of Marriott International’s portfolio of brands. **You’ll be** where you can do your best work, **you’ll begin** fulfilling your purpose, **you’ll be part of** an incredible global team, and **you’ll become** the best version of yourself.