Hotel Operations Supervisor (Front Desk & Guest Services)

Great service starts on the floor. At The Sugar House Hotel in Winooski, VT (onsite), this Hotel Operations Supervisor role keeps daily Front Desk and Guest Services running smoothly while supporting other departments as business needs shift. You will lead as the assigned leader on duty, helping associates deliver consistent service and ensuring guest needs are handled promptly, professionally, and with care.

What you’ll do

• Oversee daily Front Desk and Guest Services operations during assigned shifts.
• Lead by example by actively participating in guest check-ins, check-outs, and core Front Desk responsibilities.
• Support, coach, and guide Front Office associates to maintain consistent service standards.
• Monitor guest arrivals, departures, special requests, and VIP accommodations.
• Resolve guest concerns proactively and professionally to help drive positive outcomes.
• Assist with room assignments, reservations, billing questions, and guest account adjustments.
• Maintain accurate cash handling, payment processing, and shift reconciliation procedures.
• Ensure compliance with Marriott brand standards and hotel operating procedures.
• Help train new Front Office associates and reinforce established service expectations.
• Act as a primary point of contact for hotel operations during your shift.
• Coordinate with Housekeeping on room readiness, guest requests, and room status.
• Communicate maintenance concerns and follow up with Engineering for timely resolution.
• Provide operational assistance to Food & Beverage, Housekeeping, and other departments when additional coverage is needed.
• Support service recovery and operational challenges across departments.
• Conduct property walkthroughs to ensure guest-facing areas are clean, safe, and presentation-ready.
• Support hotel leadership with daily operational priorities and special projects, including shift communication and effective handoffs.
• Respond to guest or operational emergencies according to established hotel procedures.
• Help identify opportunities to improve guest satisfaction and operational efficiency.
• Support scheduling, shift coverage, and training needs as directed by hotel leadership.
• Promote a collaborative, accountable environment that supports the guest experience.

What you bring

• Previous experience in hotel Front Desk, Guest Services, or hospitality operations.
• Strong guest service and problem-solving skills.
• Ability to lead by example and support associates in a fast-paced environment.
• Excellent communication, organizational, and interpersonal skills.
• Comfort using hotel property management systems and standard computer applications.
• Ability to manage multiple priorities while maintaining attention to detail.
• Flexibility to work mornings, evenings, weekends, and holidays based on business needs.
• Previous experience as a Front Desk Supervisor, Front Desk Lead, Guest Services Supervisor, or similar role.
• Experience with Marriott hotels or other branded hotel environments.
• Familiarity with hotel property management systems, including Lightspeed or similar platforms.
• Experience handling guest service recovery, room inventory, and daily Front Office financial procedures.
• Experience supporting multiple hotel departments.

Tools you’ll use

• Hotel property management systems
• Lightspeed

Shift, pay, and location

• Location: In person (Winooski, VT)
• Schedule: Flexible, including weekends, evenings, and holidays
• Pay: $23.00 - $27.00 per hour, competitive based on experience

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Who thrives here

• Enjoys being on the floor and actively involved in daily hotel operations.
• Takes ownership of challenges and looks for solutions.
• Understands exceptional hospitality is built through attention to detail.
• Leads a shift confidently while staying approachable and supportive.
• Steps outside their primary department to help the hotel succeed.
• Brings a positive attitude, strong work ethic, and genuine interest in building a hospitality career.