Front Office Supervisor

Donohoe Brand; Washington (District of Columbia); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plans

Paid time off

Hotel room discounts

Daily pay access

Job summary

Hyatt House Washington DC - Convention Center is seeking a Front Desk Supervisor to oversee daily front desk operations, ensuring smooth service delivery for guests.

The role requires managing shifts (AM/PM/overnight), guiding staff, handling inquiries, and maintaining brand standards. Strong communication and guest service skills are essential for success in a fast-paced hotel environment.

Qualifications

• Previous hotel front desk experience required.
• Previous supervisory experience required.
• Good communication and guest service skills.

Responsibilities

• Supervise front desk operations and staff.
• Manage guest check-in/check-out per brand standards.
• Handle guest inquiries and resolve complaints.
• Oversee phone operations and transfer calls.
• Process reservations and cashier duties.
• Ensure security procedures and maintain front office cleanliness.

Skills

Customer service

Conflict resolution

Communication skills

Team leadership

Shift flexibility

Tools

POS systems

Phone system

Job description

Hyatt House Washington DC
899 O St NW
Washington, DC 20001, USA

Description

Join our team at Hyatt House Washington DC - Convention Center

Salary Range: $25.00 - $27.00 per hour

Position Summary

Responsible for overseeing all Front Desk operations, ensuring smooth and efficient service delivery to guests. This position requires flexibility and availability for various shifts, including morning (AM), evening (PM), and overnight audit shifts. The supervisor will lead and guide the front desk team, manage staff schedules, handle guest inquiries and complaints, and maintain high standards of customer service.

Essential Functions

• Supervise the operations of the Front Desk.
• Maintain the highest productivity, employee morale, and guest service as possible.
• Ensure that all hotel policies and procedures are followed.
• Assist FOM in the training of employees, including but not limited to guest services, brand standards, hotel policies and procedures, and all POS systems.
• Check guests in and out of the hotel according to hotel and/or brand standards.
• Inform guests about the hotel facilities, policies, and procedures. Provide tourist information to guests.
• Handle the hotel phone system. Transfer calls to appropriate departments/guests. Accurately take messages for guests.
• Take, modify, and cancel guestroom reservations.
• Deal with inquiries, requests, and complaints from guests. Coordinate with other departments to fulfill guest special requests.
• Perform cashier duties, cash travelers’ checks. Post phone charges and other miscellaneous charges to guest accounts.
• Follow in-house procedures to help ensure the security of guests and employees. Know hotel emergency procedures.
• Maintain cleanliness of the Front Office area.
• Take, modify, and cancel guestroom reservations.
• Notify Front Office Manager or Assistant Front Office Manager of any problems or situations involving guests, the hotel and/or staff.

Additional Responsibilities

• The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands, and employees may be asked to work shifts other than those they prefer or normally work.
• Adhere to all work rules, procedures, and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

Education and Experience

• Previous hotel front desk experience required.
• Previous supervisory experience required

Skills and Abilities

• Ability to stand for extended periods.
• Capability to thrive in a fast-paced environment.
• Skill in maintaining control and composure in challenging situations, demonstrating good judgment.
• Strong communication and interpersonal skills.

Benefits and Perks

Hyatt House Washington DC - Convention Center is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absence, retirement plans, paid time off, and hotel room discounts and MORE! Through this selection of benefits and perks, we strive to provide employees with options that will enhance their quality of life in and out of work. * Minimum32 hours/week to qualify

We also offer daily pay access where you can receive your earnings on the same day you work, empowering you to manage your finances easily and confidently.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.