Guest Experience Lead: Front Desk & Overnight MOD

Tranquility Bay Resort; Marathon (FL); On-site; USD 42,000 - 59,000; Full time

Benefits offered by this job

Complimentary employee housing

Medical, Dental & Vision Insurance

Paid Time Off

401(k) with employer match

Discounts at EOS Hospitality sister…

Job summary

Tranquility Bay Beachfront Resort in the Florida Keys is seeking an experienced Front Office Supervisor to lead daily Front Desk operations, coach staff, resolve guest concerns, and boost Front Desk revenue opportunities. The role includes overnight MOD duties and participation in the on-site team, with complimentary employee housing provided.

You will oversee check-in/out, upsell opportunities, and cross-department coordination while maintaining top service standards and guest satisfaction.

Qualifications

• High school diploma, GED, or equivalent required.
• Minimum of 2 years of hotel Front Desk or Front Office experience required.
• Previous lead or supervisory experience preferred.
• Resort or full-service hotel experience preferred.
• Strong guest service, communication, organization, and problem-solving skills.
• Confidence handling guest concerns, service recovery, and after-hours operational decisions.
• Ability to lead and support team members in a hands-on operational environment.
• Guest-focused sales mindset with the ability to support Front Desk upselling and revenue goals.
• Experience with hotel property management systems required.
• Basic proficiency with Microsoft Office.
• Ability to exercise sound judgment, maintain confidentiality, prioritize effectively, and remain calm under pressure.
• Flexible availability including evenings, weekends, holidays, varying shifts, and assigned overnight MOD coverage.

Responsibilities

• Oversee Front Desk operations during assigned shifts and ensure resort service standards are consistently maintained.
• Greet, check in, and check out guests while delivering friendly, personalized, and professional service.
• Serve as a point of escalation for guest concerns and provide timely and appropriate service recovery.
• Proactively engage with guests throughout their stay to identify needs and resolve concerns before departure.
• Help drive guest satisfaction scores and positive reviews through exceptional service and effective follow-up.
• Maintain knowledge of room types, rates, packages, promotions, amenities, resort activities, and in-house groups.
• Ensure guest, reservation, payment, and shift records are accurate and complete.
• Follow all cash-handling, credit, reconciliation, and Front Office procedures.
• Provide hands-on leadership, direction, and support to Front Desk Agents and Night Auditors.
• Coach team members on guest service standards, service recovery, and Front Desk procedures.
• Assist with onboarding and training new Front Office team members.
• Identify room upgrade and other approved upselling opportunities to maximize Front Desk revenue.
• Coach the team on guest-focused upselling techniques that enhance the guest experience while supporting revenue goals.
• Lead by example and step into Front Desk functions as needed to support efficient operations.
• Partner closely with Housekeeping, Engineering, Reservations, Food & Beverage, and other resort departments to address guest and operational priorities.
• Communicate room status, special requests, maintenance concerns, and other important guest information to appropriate departments.
• Ensure unresolved guest concerns, operational issues, and follow-up items are clearly communicated between shifts and to Front Office leadership.
• Participate in the resort’s overnight MOD rotation as scheduled.
• Serve as the resort’s after-hours management contact while assigned as MOD.
• Remain available and responsive to urgent guest, employee, safety, security, maintenance, and operational concerns requiring management attention.
• Complete two nightly property walks using the established MOD checklist.
• Document and appropriately communicate safety, security, maintenance, or operational concerns identified during property walks.
• Maintain working knowledge of resort emergency procedures and respond appropriately to incidents.
• Escalate significant incidents to the appropriate resort leadership when necessary.
• Provide clear communication regarding overnight incidents and required follow-up to resort leadership and department managers.
• Remain available and able to fulfill all MOD responsibilities while assigned; use of employee housing must not interfere with MOD duties.

Skills

Guest service

Communication

Organization

Problem-solving

Leadership

Upselling

PMS familiarity

Education

High School Diploma or GED

Tools

Property Management System (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 staff, resolve guest concerns, and boost Front Desk revenue opportunities. The role includes overnight MOD duties and participation in the on-site team, with complimentary employee housing provided.

You will oversee check-in/out, upsell opportunities, and cross-department coordination while maintaining top service standards and guest satisfaction.