Front Office Team Leader

About the Company 

Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.  

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 135 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. 

 

About the role 

The Front Office Team Leader supports daily front‑desk operations by ensuring smooth check‑ins, accurate payments, and prompt resolution of guest concerns. This role acts as a key liaison between guests and hotel departments, helping maintain high service standards while assisting with staff guidance and operational coordination. With a focus on professionalism, guest satisfaction, and team support, the supervisor helps create a welcoming and efficient environment for every guest.

 

• Assist staff in resolving and expediting problem payments (e.g., credit card processing issues).
• Follow up with guests to ensure satisfaction and resolution of guest-related concerns.
• Process guest check-ins, including confirming reservations, assigning rooms, and issuing/activating room keys.
• Handle all payment types, including room charges, cash, checks, debit, and credit transactions.
• Set up accurate guest accounts upon check‑in (e.g., share‑withs, split room/tax/incidentals, complimentary accounts).
• Anticipate sold‑out situations and secure appropriate alternative accommodations when necessary.
• Block rooms in the system and ensure all guest requirements and requests are recorded.
• Communicate with relevant departments (e.g., Bell Services, Housekeeping) to resolve guest requests or issues.
• Coordinate with Housekeeping to monitor room readiness for check‑in.
• Review and update shift logs/daily memo books with relevant information.
• Count cash bank at the start and end of shift; balance and drop receipts in accordance with Accounting procedures.
• Assist management with hiring, training, scheduling, evaluating, coaching, motivating, and disciplining team members.
• Serve as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy.
• Report accidents, injuries, and unsafe conditions to management; complete all required safety training and certifications.
• Follow all company policies and procedures.
• Maintain a clean, professional uniform and appearance.
• Protect the confidentiality of proprietary information.
• Anticipate guests’ service needs and deliver exceptional service.
• Communicate clearly and professionally in person and over the phone.
• Prepare and review written documents accurately and completely.
• Build and maintain positive working relationships with colleagues.
• Ensure compliance with brand quality standards.

 

Successful Candidates will have: 

• Experience in a similar role 

• Working knowledge of the hotel property management system Opera PMS. 

• Strong time management, attention to detail and multitasking skills 

• Ability to maintain confidentiality and discretion at all times 

• Demonstrated conflict resolution skills 

• Passionate about inspiring team members and improving/developing their skills 

• Excellent communication skills (both written and verbal) 

 

The Benefits  

Enjoy the benefits of: 

• Unlimited strategic development and career opportunities 

• Generous accommodation and food and beverage discounts including all properties within the Marriott International group  

• Recognition programs to keep you motivated  

• The best hotel training opportunities provided 

• Wellbeing and mindfulness programs to ensure you stay healthy