Luxury Front Office Supervisor — Lead VIP Guest Experiences

Hyatt Hotels Corporation; California; On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Free room nights

Discounted and Friends & Family Room\n

Medical, Prescription, Dental and Vis­

401K with company match

Paid Vacation, sick days, new child le

Paid Family Bonding Time and Adoption

Tuition Reimbursement

Employee Stock Purchase Plan

Discounts at various retailers- Apple,

Job summary

Hyatt Hotels Corporation seeks a Front Office Supervisor for its luxury property in Big Sur. You will lead the Front Office and Guest Services teams, ensure personalized service, and manage guest arrivals, preferences, and inquiries with discretion and efficiency.

This on-site, hourly role offers $25 per hour plus service charge, plus comprehensive benefits including medical, dental, vision, 401K, paid time off, and employee discounts.

Qualifications

• Two or more years of Front Office, Guest Services, or hotel operations experience; luxury resort experience preferred.
• Previous supervisory or lead experience in a hotel or hospitality environment preferred.
• Experience working in a high-touch luxury, boutique, lifestyle, or Forbes-, Michelin-, or AAA-recognized property is an asset.
• Strong understanding of front desk procedures, guest relations, room assignments, reservations, cash handling, and service recovery.
• Ability to remain calm, gracious, and solution-oriented in a fast-paced environment.
• Excellent communication, interpersonal, and organizational skills.
• Strong attention to detail and the ability to manage multiple priorities.
• A genuine passion for creating thoughtful, personalized guest experiences.
• Professional appearance and polished presentation.
• Proficiency with hotel property-management systems and general computer applications.
• Ability to work flexible shifts, including mornings, evenings, weekends, and holidays.
• Ability to stand and walk for extended periods and lift or move items as required to support hotel operations.
• Clear, concise written and verbal communication skills in English. Additional language skills are a plus.

Responsibilities

• Lead Front Office and Guest Services operations during assigned shifts.
• Welcome, register, and bid farewell to guests in a warm, polished, and personalized manner.
• Supervise and coach Front Office colleagues, setting clear expectations for service, professionalism, and operational excellence.
• Conduct shift briefings, assign daily responsibilities, and ensure effective communication between departments.
• Coordinate VIP, repeat guest, honeymoon, anniversary, and special occasion arrangements.
• Review arrivals, departures, room assignments, preferences, amenities, and special requests to ensure a seamless guest journey.
• Partner closely with Housekeeping, Reservations, Food and Beverage, Spa, Engineering, and other departments to coordinate guest needs and maintain operational flow.
• Respond to guest questions and concerns with empathy, urgency, and appropriate service recovery.
• Follow up on guest issues and ensure concerns are resolved to the guest’s satisfaction.
• Maintain a strong knowledge of the resort, its amenities, dining experiences, wellness offerings, activities, and the surrounding Big Sur area.
• Provide thoughtful recommendations and assist guests in creating meaningful, destination-specific experiences.
• Monitor guest requests, traces, handoffs, and follow-up responsibilities to ensure nothing is overlooked.
• Process registrations, departures, room changes, upgrades, payments, folios, and other Front Office transactions accurately.
• Support room revenue goals through appropriate upgrades, package knowledge, and personalized recommendations.
• Maintain accurate records in the property-management system and other hotel technology platforms.
• Protect guest confidentiality and follow all cash-handling, privacy, safety, and security procedures.
• Inspect the arrival experience, lobby, Front Office areas, and other guest-facing spaces for presentation and readiness.
• Serve as a manager-on-duty or provide additional leadership coverage when assigned.
• Support the training and onboarding of new colleagues.
• Uphold Alila, Hyatt, and luxury hospitality standards in every guest and colleague interaction.
• Perform other duties and special projects as assigned.

Skills

Front Office Experience

Supervisory Experience

Luxury Resort Experience

Front Desk Procedures

Guest Relations

Communication

Attention to Detail

Multitasking

PMS Proficiency

Flexible Shifts

English Proficiency

Additional Languages

Job description

Hyatt Hotels Corporation seeks a Front Office Supervisor for its luxury property in Big Sur. You will lead the Front Office and Guest Services teams, ensure personalized service, and manage guest arrivals, preferences, and inquiries with discretion and efficiency.

This on-site, hourly role offers $25 per hour plus service charge, plus comprehensive benefits including medical, dental, vision, 401K, paid time off, and employee discounts.