Front Office Supervisor: Guest Experience & MOD

Tranquility Bay Resort; Marathon (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Complimentary housing

Medical, Dental & Vision insurance

Paid Time Off

401(k) with employer match

Discounts at EOS Hospitality sister – 

Employee recognition programs

Growth opportunities

Job summary

Tranquility Bay Beachfront Resort in the Florida Keys is seeking an experienced Front Office Supervisor to lead daily Front Desk operations, coach the Front Office team, and support overnight MOD rotations. This hands-on leadership role focuses on delivering exceptional guest experiences while driving Front Desk revenue.

You will supervise Front Desk Agents and Night Auditors, coach on service standards, and work cross-departmentally to resolve issues.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of hotel Front Desk or Front Office experience.
• Previous lead or supervisory experience preferred.
• Experience with hotel property management systems.
• Flexible availability including evenings, weekends, holidays.
• Strong guest service and communication skills.

Responsibilities

• Oversee Front Desk operations during assigned shifts and ensure service standards are met.
• Greet, check in, and check out guests delivering friendly, personalized service.
• Serve as escalation point for guest concerns and provide timely service recovery.
• Engage with guests to identify needs and resolve concerns before departure.
• Help drive guest satisfaction scores and reviews through exceptional service and follow‑up.
• Maintain knowledge of room types, rates, packages, promotions, and amenities.
• Ensure guest, reservation, payment, and shift records are accurate.
• Follow all cash handling, credit, reconciliation, and Front Office procedures.
• Provide hands‑on leadership and support to Front Desk Agents and Night Auditors.
• Coach team on guest service standards and procedures.
• Assist with onboarding and training new Front Office staff.
• Identify upselling opportunities to maximize Front Desk revenue.
• Lead by example and step into Front Desk functions as needed.

Skills

Guest service

Team leadership

Problem solving

Communication

Upselling

Education

High school diploma/GED

Tools

Hotel PMS

Microsoft Office

Job description

Tranquility Bay Beachfront Resort in the Florida Keys is seeking an experienced Front Office Supervisor to lead daily Front Desk operations, coach the Front Office team, and support overnight MOD rotations. This hands-on leadership role focuses on delivering exceptional guest experiences while driving Front Desk revenue.

You will supervise Front Desk Agents and Night Auditors, coach on service standards, and work cross-departmentally to resolve issues.