Front Office Supervisor

Position Summary:The Front Desk Supervisor supports the daily operations of the front desk for both Aloft and Element North Kansas City. This position ensures exceptional guest service, accurate front office procedures, and smooth coordination between departments. The Supervisor assists with training, coaching, and leading the front desk team while upholding Marriott brand standards and property-specific service expectations.Key Responsibilities:Guest Service & Front Desk Operations:Lead by example and deliver exceptional customer service at all times.Oversee check-in, check-out, reservation procedures, and guest inquiries for both properties.Resolve guest concerns professionally and efficiently, escalating issues to leadership as needed.Ensure front desk agents follow all Marriott brand standards, service protocols, and audit requirements.Maintain a clean, organized, and welcoming front desk environment.Leadership & Team Support:Assist with training, onboarding, and continual coaching of front desk associates.Provide daily direction and support to agents, ensuring coverage and smooth operations.Monitor team performance, offering real-time feedback and reinforcing service expectations.Serve as the primary support for the MOD (Manager on Duty) during AM or PM shifts.Administrative & Financial Responsibilities:Verify accuracy of daily reports, cash handling, and shift audits.Assist with room assignment, rate adjustments, billing inquiries, and resolving payment discrepancies.Maintain knowledge of hotel promotions, packages, and upsell opportunities.Support scheduling needs and assist with timekeeping accuracy when directed by leadership.Communication & Coordination:Collaborate closely with Housekeeping, Maintenance, and Food & Beverage to ensure seamless guest experiences.Communicate VIP arrivals, guest preferences, and operational updates to all relevant departments.Participate in daily standups/huddles, departmental meetings, and required trainings.Qualifications:Prior hotel front desk experience required; Marriott experience preferred.Previous supervisor or shift lead experience strongly preferred.Strong communication, conflict resolution, and customer service skills.Ability to multi-task and remain calm in fast-paced or high-pressure situations.Proficient with computers; experience with Marriott systems such as Lightspeed/Opera is a plus.Must have open availability, including weekends and holidays as needed. About KMG Hotels: KMG HOTELS was founded in 2000 and owned by Jay Koshiya and Sanjay Koshiya. Jay Koshiya is the current Chief Executive Officer, & President. Mr. Sanjay Koshiya is current Vice President & Chief Operating Officer of the company. Today, KMG owns and operates twenty one hotels, representing various franchises like Marriott, Hilton, Inter Continental Hotels Group & Choice Hotels International. KMG has opened six Marriott Premium select service hotels in the last eighteen months and has a number of exciting development projects in the pipeline. KMG Hotels is a company committed to growth by exceeding the expectations of our associates, guests and partners. We strive to create an environment where all associates are valued and respected, and where doing it the “right way” takes precedence over doing it the “easy way.” We aspire to be the industry leader in proactively setting standards of excellence in acquisitions, development, ownership and management. Our growth is built on honest business practices, a strong commitment to our associates, progressive sales practices and a dedication to providing well maintained hotels. Hard work, commitment and the spiritual strength of the KMG family have been the building blocks of the KMG Hotels brand. As a premier lodging company that now employs over 800 plus associates, KMG Hotels provides increasing financial strength and stability to our stakeholders—namely our guests, associates and owners.