Hyatt Regency Indianapolis Front Desk Supervisor

Crestview Management, LLC • Indianapolis, IN

9h • Onsite

About The Position

The Front Desk Supervisor provides hands-on leadership for the daily operations of the Front Desk at Hyatt Regency Indianapolis. The supervisor 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.

This role serves as a visible and approachable leader for guests and colleagues. It calls for exceptional hospitality, sound judgment, strong communication, and the ability to remain calm and solutions-focused in a fast-paced hotel environment. The supervisor leads by example, supports a collaborative and professional workplace, and helps ensure guests feel welcomed, valued, and cared for throughout their stay.

This is an hourly, full-time, hands-on supervisory position that requires active participation in Front Desk operations. A flexible schedule is required, including mornings, evenings, overnight coverage when necessary, weekends, and holidays based on business needs. The employee must maintain professional appearance and grooming standards and complete required Hyatt and hotel training programs.

Requirements

• High school diploma or equivalent required.
• Strong commitment to hospitality and exceptional guest service.
• Strong verbal, written, and interpersonal communication skills.
• 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 and ability to manage multiple priorities and interruptions.
• Ability to provide clear direction, coaching, and support to colleagues.
• Comfort using Microsoft Office applications and learning hotel technology.
• Ability to stand and walk for extended periods throughout a shift and move through guest rooms, public areas, and operational areas as needed.
• Ability to bend, reach, stoop, and perform other physical movements associated with Front Office operations.
• Ability to lift, carry, push, or pull up to 25 pounds as needed.
• Ability to work in a fast-paced environment requiring frequent movement, communication, and interaction with guests and colleagues.
• Flexible availability for mornings, evenings, overnight coverage when necessary, weekends, and holidays based on business needs.
• Must maintain professional appearance and grooming standards in accordance with Hyatt policies and maintain confidentiality of guest, colleague, financial, and hotel information.
• Must complete required Hyatt and hotel training programs.

Nice To Haves

• College coursework or a degree in Hospitality, Business, or a related field.
• One to two years of hotel Front Office, guest services, or related hospitality experience.
• Previous supervisory, lead, training, or leadership experience.
• Experience with hotel property management systems.
• Additional language skills, including Spanish.

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 duties as needed, including check-in and check-out, room assignments, payment processing, reservation assistance, and responding to guest requests.
• Monitor lobby and Front Desk areas to maintain a welcoming, organized, guest-ready environment.
• Coordinate VIP and group arrivals, special requests, room assignments, and other high-impact guest experiences.
• Monitor occupancy, room availability, arrivals, departures, and other operational information needed to support Front Office operations.
• Act as an escalation point for guest questions, concerns, and service issues; listen empathetically, identify appropriate solutions, provide service recovery when appropriate, document significant concerns and resolutions, and follow up on unresolved issues.
• Communicate guest concerns to Front Office leadership and other departments, and escalate situations requiring management, Security, Engineering, or other departmental assistance.
• Direct and support Front Desk colleagues during assigned shifts; model 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; assist with onboarding and training new colleagues.
• Monitor workflow and adjust assignments and break coverage based on business and operational needs.
• Document and communicate performance, attendance, conduct, or operational concerns to Front Office leadership.
• 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.
• Accurately use hotel property management, guest service, communication, and reporting systems; review operational reports and identify items requiring follow-up.
• Ensure colleagues follow cash handling, credit card, key control, guest privacy, and security procedures; assist with cash drawer reconciliation and other financial controls as assigned.
• Maintain accurate documentation of guest concerns, service recovery, incidents, operational issues, and shift activity; communicate significant information and outstanding items to incoming shifts and Front Office leadership.
• Coordinate communication between the Front Desk and other hotel departments, including Housekeeping, Engineering, Security, Bell/Door, Valet, Reservations, Sales, Events, and Food & Beverage.
• Follow Hyatt and hotel policies, procedures, safety requirements, and standards of conduct; maintain confidentiality and protect guest privacy.
• 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