Front Office Supervisor

Hyatt Hotels Corporation; Chapel Hill (NC); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

Free room nights

Medical insurance

401K match

Paid time off

Tuition reimbursement

Employee discounts

Stock purchase plan

Job summary

The Carolina Inn in Chapel Hill is seeking a Front Office Supervisor to lead the front desk, concierge and retail teams, ensuring exceptional guest service and smooth daily operations. You will coach colleagues, resolve guest concerns, and collaborate with housekeeping and reservations to optimize the guest experience.

The role emphasizes hands-on leadership, maintaining service excellence and a positive team culture while supporting strategic initiatives to drive occupancy and revenue.

Qualifications

• Minimum of 2 years of progressive supervisory experience in Front Office or Rooms Division.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in hotel management software (e.g., Opera, PMS, or similar systems).

Responsibilities

• Supervise and lead front desk associates, concierge staff, and retail staff.
• Lead by example, ensuring a seamless and memorable experience for every guest and team member.
• Coordinate with housekeeping, reservations, and other hotel departments to optimize guest experience.
• Support the development and execution of strategic initiatives aimed at increasing occupancy and revenue.
• Manage daily operations while fostering a positive, collaborative, and high-performance team culture.
• Handle billing, payments, and financial transactions accurately.
• Maintain compliance with Hyatt policies, brand standards, and safety procedures.
• Resolve guest concerns promptly and professionally.

Skills

Leadership

Communication

Problem solving

Guest service

Tools

Opera

PMS

Job description

\"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally.\"

The Front Office Supervisor plays a vital leadership role in the day‑to‑day operation of the Front Office by ensuring exceptional guest service, supporting colleagues, maintaining operational excellence, and fostering a culture of hospitality. This position serves as a hands‑on leader who leads by example, coaches team members, resolves guest concerns, and helps create memorable experiences that reflect The Carolina Inn.

We offer excellent benefits:

• 12 free room nights after 90 days of service, Discounted and Friends & Family Room Rates upon hire
• Medical, Prescription, Dental and Vision Insurance after 30 days of employment
• 401K with company match
• Paid Vacation, sick days, new child leave and personal day
• Paid Family Bonding Time (8 weeks, primary caregiver; 2 weeks, supportive caregiver) and Adoption Assistance
• Tuition Reimbursement
• 50% discount in Crossroads
• 20% discount in gift shop (exception: jewelry, UNC items, alcohol)
• Employee Stock Purchase Plan
• Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

• Supervise and lead front desk associates, concierge staff, and retail staff
• Lead by example, ensuring a seamless and memorable experience for every guest and team member.
• Coordinate with housekeeping, reservations, and other hotel departments to optimize guest experience
• Support the development and execution of strategic initiatives aimed at increasing occupancy and revenue.
• Manage daily operations while fostering a positive, collaborative, and high-performance team culture.
• Handle billing, payments, and financial transactions accurately
• Maintain compliance with Hyatt policies, brand standards, and safety procedures
• Resolve guest concerns promptly and professionally
• Build and maintain strong relationships with internal and external stakeholders.
• Play an active role onboarding and the continuous development of front office colleagues through coaching and mentoring.
• Completes daily reports, operational checklists, and shift documentation to support departmental success.

Requirements:

• Minimum of 2 years of progressive supervisory experience in Front Office or Rooms Division operations, ideally within a luxury or Forbes‑rated hotel environment.
• Strong leadership, communication, and problem-solving skills
• Proficiency in hotel management software (e.g., Opera, PMS, or similar systems)
• Passionate leader who thrives on mentoring and motivating others
• Ability to work flexible hours, including weekends and holidays
• Ability to effectively prioritize, multitask, and perform under pressure. Strong guest service orientation with the ability to remain calm, professional, and courteous in challenging situations.
• Approachable, confident, and composed leader who inspires teamwork and fosters a positive, service‑driven culture

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