Front Office Supervisor

Tranquility Bay Beachfront Resort
2600 Overseas Hwy
Marathon, FL 33050, USA

Tranquility Bay Beachfront Resort is seeking an experienced and guest-focused Front Office Supervisor to join our Front Office team in the Florida Keys.

This hands-on leadership position supports daily Front Desk operations, provides direction and coaching to Front Office team members, resolves guest concerns, and helps drive exceptional guest experiences and Front Desk revenue opportunities.

As part of the position, the Front Office Supervisor also participates in the resort's overnight Manager on Duty (MOD) rotation and serves as an after-hours point of contact when assigned. Complimentary employee housing is provided in connection with these responsibilities.

This is an excellent opportunity for a hospitality professional ready to take the next step in Front Office leadership while gaining broader exposure to resort operations.

Front Office Operations & Guest Experience

• Oversee Front Desk operations during assigned shifts and ensure resort service standards are consistently maintained
• Greet, check in, and check out guests while delivering friendly, personalized, and professional service
• Serve as a point of escalation for guest concerns and provide timely and appropriate service recovery
• Proactively engage with guests throughout their stay to identify needs and resolve concerns before departure
• Help drive guest satisfaction scores and positive reviews through exceptional service and effective follow-up
• Maintain knowledge of room types, rates, packages, promotions, amenities, resort activities, and in-house groups
• Ensure guest, reservation, payment, and shift records are accurate and complete
• Follow all cash-handling, credit, reconciliation, and Front Office procedures
• Provide hands-on leadership, direction, and support to Front Desk Agents and Night Auditors
• Coach team members on guest service standards, service recovery, and Front Desk procedures
• Assist with onboarding and training new Front Office team members
• Identify room upgrade and other approved upselling opportunities to maximize Front Desk revenue
• Coach the team on guest-focused upselling techniques that enhance the guest experience while supporting revenue goals
• Lead by example and step into Front Desk functions as needed to support efficient operations

Cross-Department Operations

• Partner closely with Housekeeping, Engineering, Reservations, Food & Beverage, and other resort departments to address guest and operational priorities
• Communicate room status, special requests, maintenance concerns, and other important guest information to appropriate departments
• Ensure unresolved guest concerns, operational issues, and follow-up items are clearly communicated between shifts and to Front Office leadership

• Participate in the resort's overnight MOD rotation as scheduled
• Serve as the resort's after-hours management contact while assigned as MOD
• Remain available and responsive to urgent guest, employee, safety, security, maintenance, and operational concerns requiring management attention
• Complete two nightly property walks using the established MOD checklist
• Document and appropriately communicate safety, security, maintenance, or operation concerns identified during property walks
• Maintain working knowledge of resort emergency procedures and respond appropriately to incidents
• Escalate significant incidents to the appropriate resort leadership when necessary
• Provide clear communication regarding overnight incidents and required follow-up to resort leadership and department managers
• Remain available and able to fulfill all MOD responsibilities while assigned; use of employee housing must not interfere with MOD duties

• High school diploma, GED, or equivalent required
• Minimum of 2 years of hotel Front Desk or Front Office experience required
• Previous lead or supervisory experience preferred
• Resort or full-service hotel experience preferred
• Strong guest service, communication, organization, and problem-solving skills
• Confidence handling guest concerns, service recovery, and after-hours operational decisions
• Ability to lead and support team members in a hands‑on operational environment
• Guest-focused sales mindset with the ability to support Front Desk upselling and revenue goals
• Experience with hotel property management systems required
• Basic proficiency with Microsoft Office
• Ability to exercise sound judgment, maintain confidentiality, prioritize effectively, and remain calm under pressure
• Flexible availability including evenings, weekends, holidays, varying shifts, and assigned overnight MOD coverage

Complimentary employee housing is provided with this position and is tied to successful participation in the resort's overnight Manager on Duty program.

The employee is expected to maintain the provided housing in accordance with resort housing policies and consistently fulfill all assigned MOD,…