Front Desk Supervisor

Crestview Management, LLC; Indianapolis (IN); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Holiday pay

Employee hotel room discounts

Career development

Job summary

Hyatt Regency Indianapolis is seeking a Front Desk Supervisor to lead daily Front Desk operations, ensure smooth check-in/out, coordinate VIP arrivals, and maintain a welcoming, guest-focused lobby.

You will supervise colleagues on assigned shifts, coach and train new staff, uphold Hyatt service standards, handle guest concerns, and collaborate with Housekeeping, Engineering, and Security to deliver a seamless stay.

Qualifications

• High school diploma or equivalent required; college coursework or degree in Hospitality, Business, or related field preferred.
• 1-2 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.
• Ability to handle guest concerns and resolve problems professionally.
• Ability to remain calm, professional, and solutions-focused during challenging situations and high-volume periods.
• Excellent organizational skills with the ability to manage multiple priorities and interruptions.
• Experience with hotel property management systems preferred.
• Comfortable using Microsoft Office applications and hotel technology.
• Additional language skills including Spanish helpful but not required.

Responsibilities

• Provide exceptional, welcoming, and professional service to guests throughout their stay.
• Supervise Front Desk operations during assigned shifts and help ensure efficient and consistent service.
• Perform Front Desk responsibilities as operational needs require, including guest check-in/check-out, room assignments, payment processing, reservation assistance, and guest requests.
• Monitor the lobby and Front Desk areas to maintain a welcoming, organized, guest-ready environment.
• Coordinate VIP arrivals, group arrivals, special requests, room assignments, and other high-impact guest experiences.
• Monitor occupancy, arrivals, departures, and other operational information to support Front Office operations.
• Serve as a point of escalation for guest questions, concerns, and service issues during shifts.
• Listen to guest concerns with empathy and professionalism and identify appropriate solutions within guidelines.
• Provide service recovery when appropriate and 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 and escalate appropriately.
• Provide daily direction and support to Front Desk colleagues during shifts.
• Lead by example with Hyatt service standards, professionalism, accountability, and care.
• Onboarding and training of new Front Desk colleagues; coaching and feedback.
• Maintain accurate Front Desk documentation and assist with cash handling as assigned.
• Foster a collaborative, inclusive, and service-focused workplace.

Skills

Guest service

Leadership

Communication

Problem solving

Organization

Technology proficiency

Education

High school diploma or equivalent

Hospitality/Business coursework

Tools

Hotel Property Management System

Microsoft Office

Job description

Title: Front Desk Supervisor
Position Type: Hourly, Full-Time

Job Description

The Front Desk Supervisor provides hands-on leadership for the daily operations of the Front Desk at Hyatt Regency Indianapolis. This position supports Front Office leadership by supervising colleagues during assigned shifts, ensuring efficient check-in and check-out experiences, responding to guest needs, resolving service concerns, and maintaining accurate Front Office operations.

The Front Desk Supervisor serves as a visible and approachable leader for both guests and colleagues. This role requires exceptional hospitality, sound judgment, strong communication skills, and the ability to remain calm and solutions-focused in a fast-paced hotel environment. The Front Desk Supervisor leads by example while supporting a collaborative, professional workplace and helping ensure each guest feels welcomed, valued, and cared for throughout their stay.

Compensation and Benefits

Competitive hourly wage

Comprehensive benefits package, including health, dental, and vision insurance for eligible colleagues

Paid time off and holiday pay

Employee hotel room discounts

Opportunities for professional development and career advancement within Hyatt

Responsibilities

Guest Service & Front Office Operations

Provide exceptional, welcoming, and professional service to guests throughout their stay.

Supervise Front Desk operations during assigned shifts and help ensure efficient and consistent service.

Perform Front Desk responsibilities as operational needs require, including guest check-in and check-out, room assignments, payment processing, reservation assistance, and responding to guest requests.

Monitor the lobby and Front Desk areas to maintain a welcoming, organized, and guest-ready environment.

Coordinate VIP arrivals, group arrivals, special requests, room assignments, and other high-impact guest experiences.

Monitor hotel occupancy, room availability, arrivals, departures, and other operational information necessary to support Front Office operations.

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 elevate 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.

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 elevate 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. 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.