Front Office Supervisor

Destination by Hyatt; Chapel Hill (NC); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Free room nights

Insurance after 30 days

401K with company match

Paid vacation & sick days

Family bonding leave

Tuition reimbursement

Crossroads discounts

Gift shop discounts

Employee stock purchase plan

Retail discounts

Job summary

The Carolina Inn is seeking a Front Office Supervisor to lead front desk and concierge teams, ensuring exceptional guest service and seamless operations in a luxury setting.

You will coach staff, coordinate with other departments, and drive initiatives to improve occupancy and revenue while maintaining Hyatt standards and a positive workplace culture. This hands-on leadership role requires a calm, guest-focused approach and strong problem-solving skills.

Qualifications

• Minimum of 2 years of progressive supervisory experience in Front Office or Rooms Division operations.
• 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
• 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.

Skills

Leadership

Communication

Problem Solving

Guest Service

Tools

Opera PMS

Job description

Summary

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.

Organization- The Carolina Inn

Summary

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.

Qualifications

Job 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
• 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