Guest Experience Lead — Front Desk & Overnight MOD

Tranquility Bay Beachfront Resort; Marathon (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Complimentary employee housing

Medical, Dental & Vision Insurance

Additional voluntary benefits

Paid Time Off

401(k) with employer match

Discounts at EOS Hospitality sister性质

Job summary

Tranquility Bay Beachfront Resort in the Florida Keys is seeking an experienced Front Office Supervisor who leads the Front Office team with guest-first service and operational excellence. This hands-on role drives daily desk operations, coaching, and revenue opportunities while maintaining service standards across the resort.

The Supervisor will participate in the overnight MOD rotation, handle elevated guest concerns, and collaborate with Housekeeping, Reservations, F&B, and Engineering to

Qualifications

• Minimum of 2 years of hotel Front Desk or Front Office experience.
• Previous lead or supervisory experience preferred.
• Experience with hotel property management systems.
• Strong guest service, communication, organization, and problem-solving skills.

Responsibilities

• Oversee Front Desk operations during assigned shifts.
• Greet, check in, and check out guests with personalized, professional service.
• Serve as a point of escalation for guest concerns and provide timely service recovery.
• Proactively engage with guests to identify needs and resolve concerns.
• Help drive guest satisfaction scores and positive reviews through exceptional service and follow-up.
• Maintain knowledge of room types, rates, promotions, amenities, resort activities, and in-house groups.
• Ensure guest, reservation, payment, and shift records are accurate and complete.
• Follow cash-handling, credit, reconciliation, and Front Office procedures.

Skills

Front Desk Experience

Supervisory Experience

Guest Service Skills

Communication Skills

Problem-Solving

Hotel Knowledge

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 who leads the Front Office team with guest-first service and operational excellence. This hands-on role drives daily desk operations, coaching, and revenue opportunities while maintaining service standards across the resort.

The Supervisor will participate in the overnight MOD rotation, handle elevated guest concerns, and collaborate with Housekeeping, Reservations, F&B, and Engineering to