Front Desk Supervisor

Title: Front Desk Supervisor
Position Type: Hourly, Full-Time

The Front Desk Supervisor provides hands-on leadership for the daily operations of the Front Desk at Hyatt Regency Indianapolis. This position supports Front Office leadership by supervising colleagues during assigned shifts, ensuring efficient check-in and check-out experiences, responding to guest needs, resolving service concerns, and maintaining accurate Front Office operations.

The Front Desk Supervisor serves as a visible and approachable leader for both guests and colleagues. This role requires exceptional hospitality, sound judgment, strong communication skills, and the ability to remain calm and solutions-focused in a fast-paced hotel environment. The Front Desk Supervisor leads by example while supporting a collaborative, professional workplace and helping ensure each guest feels welcomed, valued, and cared for throughout their stay.

Competitive hourly wage

Comprehensive benefits package, including health, dental, and vision insurance for eligible colleagues

Paid time off and holiday pay

Employee hotel room discounts

Opportunities for professional development and career advancement within Hyatt

Provide exceptional, welcoming, and professional service to guests throughout their stay.

Supervise Front Desk operations during assigned shifts and help ensure efficient and consistent service.

Perform Front Desk responsibilities as operational needs require, including guest check-in and check-out, room assignments, payment processing, reservation assistance, and responding to guest requests.

Monitor the lobby and Front Desk areas to maintain a welcoming, organized, and guest-ready environment.

Coordinate VIP arrivals, group arrivals, special requests, room assignments, and other high-impact guest experiences.

Monitor hotel occupancy, room availability, arrivals, departures, and other operational information necessary to support Front Office operations.

Serve as a point of escalation for guest questions, concerns, and service issues during assigned shifts.

Listen to guest concerns with empathy and professionalism and identify appropriate solutions within established guidelines.

Provide service recovery when appropriate and accurately document significant guest concerns and resolutions.

Follow up on unresolved guest concerns and communicate necessary information to Front Office leadership and other departments.

Recognize situations requiring additional management, Security, Engineering, or other departmental assistance and elevate appropriately.

Provide daily direction and support to Front Desk colleagues during assigned shifts.

Lead by example by consistently demonstrating Hyatt service standards, professionalism, accountability, and care.

Conduct or assist with pre-shift meetings and communicate hotel activity, operational priorities, group information, VIP arrivals, and guest needs.

Provide in-the-moment coaching, guidance, training, and recognition to Front Desk colleagues.

Assist with onboarding and training new Front Desk colleagues.

Monitor workflow and assist with adjusting assignments and break coverage based on business and operational needs.

Document and communicate performance, attendance, conduct, or operational concerns to Front Office leadership for appropriate follow-up.

Help foster a positive, collaborative, inclusive, and service-focused workplace.

Ensure accuracy in guest billing, payment processing, room assignments, reservation information, guest preferences, and Front Desk documentation.

Utilize hotel property management, guest service, communication, and reporting systems accurately.

Review operational reports and identify items requiring follow-up.

Ensure Front Desk colleagues follow established cash handling, credit card, key control, guest privacy, and security procedures.

Assist with cash drawer reconciliation and other Front Office financial controls as assigned.

Maintain accurate documentation regarding guest concerns, service recovery, incidents, operational issues, and shift activity.

Communicate significant information and outstanding items to incoming shifts and Front Office leadership.

Serve as a communication link between the Front Desk and other hotel departments to support a seamless guest experience.

Partner with Housekeeping to communicate room status,…