Hyatt Regency Indianapolis Front Desk Supervisor

Hyatt Regency Indianapolis 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 escalate 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…