Hyatt Regency Indianapolis Front Desk Supervisor

Title: Front Desk Supervisor

Position Type: Hourly, Full-TimeJob Description

Guest Concerns & Service Recovery: Serve as a point of escalation for guest questions, concerns, and service issues during assigned shifts. Listen to guest concerns with empathy and professionalism and identify appropriate solutions within established guidelines. Provide service recovery when appropriate and accurately document significant guest concerns and resolutions. Follow up on unresolved guest concerns and communicate necessary information to Front Office leadership and other departments. Recognize situations requiring additional management, Security, Engineering, or other departmental assistance and escalate appropriately.

Colleague Supervision & Support: Provide daily direction and support to Front Desk colleagues during assigned shifts. Lead by example by consistently demonstrating Hyatt service standards, professionalism, accountability, and care. Conduct or assist with pre-shift meetings and communicate hotel activity, operational priorities, group information, VIP arrivals, and guest needs. Provide in-the-moment coaching, guidance, training, and recognition to Front Desk colleagues. Assist with onboarding and training new Front Desk colleagues. Monitor workflow and assist with adjusting assignments and break coverage based on business and operational needs. Document and communicate performance, attendance, conduct, or operational concerns to Front Office leadership for appropriate follow-up. Help foster a positive, collaborative, inclusive, and service-focused workplace.

Operational Accuracy & Accountability: Ensure accuracy in guest billing, payment processing, room assignments, reservation information, guest preferences, and Front Desk documentation. Utilize hotel property management, guest service, communication, and reporting systems accurately. Review operational reports and identify items requiring follow-up. Ensure Front Desk colleagues follow established cash handling, credit card, key control, guest privacy, and security procedures. Assist with cash drawer reconciliation and other Front Office financial controls as assigned. Maintain accurate documentation regarding guest concerns, service recovery, incidents, operational issues, and shift activity. Communicate significant information and outstanding items to incoming shifts and Front Office leadership.

Communication & Collaboration: Serve as a communication link between the Front Desk and other hotel departments to support a seamless guest experience. Partner with Housekeeping to communicate room status, priority rooms, early arrivals, late departures, and other guest needs. Coordinate with Engineering regarding maintenance concerns affecting guest rooms or public areas. Partner with Security when guest, colleague, safety, or security situations require assistance. Communicate with Bell/Door, Valet, Reservations, Sales, Events, Food & Beverage, and other departments as needed. Build positive and professional working relationships with colleagues throughout the hotel.

Safety & Compliance: Follow Hyatt and hotel policies, procedures, safety requirements, and standards of conduct. Maintain confidentiality of guest, colleague, financial, and hotel information. Protect guest privacy and follow established procedures regarding guest information and room access. Recognize and appropriately respond to or escalate safety, security, medical, and emergency situations. Report and document guest or colleague incidents, accidents, property damage, and other concerns according to hotel procedures. Complete all required Hyatt, hotel, and departmental training programs.

Qualifications: High school diploma or equivalent required; college coursework or degree in Hospitality, Business, or a related field preferred. One to two years of hotel Front Office, guest services, or related hospitality experience preferred. Previous supervisory, lead, training, or leadership experience preferred. Strong commitment to hospitality and providing exceptional guest service. Strong verbal, written, and interpersonal communication skills. Demonstrated ability to handle guest concerns and resolve problems professionally. Ability to remain calm, professional, and solutions-focused during challenging situations and high-volume periods. Strong organizational skills with the ability to manage multiple priorities and interruptions. Ability to provide clear direction, coaching, and support to colleagues. Experience with hotel property management systems preferred. Comfortable utilizing Microsoft Office applications and learning hotel technology. Additional language skills, including Spanish, are helpful but not required.

Physical Requirements: Ability to stand and walk for extended periods throughout the shift. Ability to move throughout guest rooms, public areas, and operational areas of the hotel as needed. Ability to bend, reach, stoop, and perform other physical movements associated with Front Office operations. Ability to lift, carry, push, or pull up to 25 pounds as needed. Ability to work in a fast-paced environment requiring frequent movement, communication, and interaction with guests and colleagues.

Additional Information: Flexible schedule required, including mornings, evenings, overnight coverage when necessary, weekends, and holidays based on business needs. This is a hands-on supervisory position and requires active participation in Front Desk operations. Must maintain professional appearance and grooming standards in accordance with Hyatt policies. Must maintain confidentiality of guest, colleague, financial, and hotel information. Must complete all required Hyatt and hotel training programs.

Employment Statements: At-Will Employment: Employment at Hyatt Regency Indianapolis is on an at-will basis, meaning that either the employer or employee may terminate the employment relationship at any time, with or without cause or notice, consistent with Indiana law.

Equal Employment Opportunity: Hyatt Regency Indianapolis is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind based on legally protected characteristics.

Training Requirements: All colleagues are required to complete mandatory training, including workplace safety, harassment prevention, guest privacy, security procedures, and other required Hyatt and hotel training programs. Join Hyatt Regency Indianapolis and become part of a Front Office team dedicated to creating welcoming, seamless, and memorable experiences for every guest. xhyhwjd As a Front Desk Supervisor, you will have the opportunity to lead colleagues, solve problems, support hotel operations, and continue developing your hospitality leadership career within Hyatt. PIc110ca9f