Front Desk Supervisor

Crestview Management, LLC • Indianapolis, IN

4d • Onsite

About The Position

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.

Requirements

• High school diploma or equivalent required
• One to two years of hotel Front Office, guest services, or related hospitality experience preferred.
• Previous supervisory, lead, training, or leadership experience preferred.
• Strong commitment to hospitality and providing exceptional guest service.
• Strong verbal, written, and interpersonal communication skills.
• Demonstrated ability to handle guest concerns and resolve problems professionally.
• Ability to remain calm, professional, and solutions-focused during challenging situations and high-volume periods.
• Strong organizational skills with the ability to manage multiple priorities and interruptions.
• Ability to provide clear direction, coaching, and support to colleagues.
• Experience with hotel property management systems preferred.
• Comfortable utilizing Microsoft Office applications and learning hotel technology.
• Additional language skills, including Spanish, are helpful but not required.

Nice To Haves

• college coursework or degree in Hospitality, Business, or a related field preferred.
• Additional language skills, including Spanish, are helpful but not required.

Responsibilities

• 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 seamless guest experience.
• Partner with Housekeeping to communicate room status, priority rooms, early arrivals, late departures, and other guest needs.
• Coordinate with Engineering regarding maintenance concerns affecting guest rooms or public areas.
• Partner with Security when guest, colleague, safety, or security situations require assistance.
• Communicate with Bell/Door, Valet, Reservations, Sales, Events, Food & Beverage, and other departments as needed.
• Build positive and professional working relationships with colleagues throughout the hotel.
• Follow Hyatt and hotel policies, procedures, safety requirements, and standards of conduct.
• Maintain confidentiality of guest, colleague, financial, and hotel information.
• Protect guest privacy and follow established procedures regarding guest information and room access.
• Recognize and appropriately respond to or escalate safety, security, medical, and emergency situations.
• Report and document guest or colleague incidents, accidents, property damage, and other concerns according to hotel procedures.
• Complete all required Hyatt, hotel, and departmental training programs.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED