Guest Experience Lead - Front Office

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

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.