Front Desk Supervisor

Hyatt; Sugar Land (TX); On-site; USD 40,000 - 50,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Supervisor to oversee front desk operations in Sugar Land, Texas. This role involves supervising associates, resolving guest complaints, and ensuring guest satisfaction. Candidates should have 1 to 3 years of experience in a related role and a preference for an Associate's or Bachelor's degree. The position requires strong guest service skills and the ability to manage a dynamic work environment effectively.

Qualifications

• 1 to 3 years of related experience in front desk or customer service.
• Ability to manage staff and resolve guest complaints effectively.

Responsibilities

• Supervise front desk operations and ensure excellent guest experiences.
• Interview, select, train, and coach front desk associates.
• Handle guest complaints and resolve issues effectively.

Skills

Guest service orientation

Supervisory skills

Conflict resolution

Time management

Education

Associate’s or Bachelor’s degree

Job description

Opportunity: Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Your Growth Path

Assistant Front Office Manager – Front Office Manager – Assistant General Manager

Your Focus

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Your Background And Skills

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related experience.

Work Environment and Context

• Work schedule varies and may include working on all shifts, holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third‑party management company that is responsible for all employment benefits and obligations at this location.