Front Office PM Supervisor - Hotel Nyack - JDV by Hyatt, Nyack, NY

Palette Hotels•Village of Nyack, NY

3d•$25 - $25•Onsite

About The Position

The Front Office PM Supervisor oversees evening front-of-house operations, ensuring exceptional guest reception, prompt check-ins, and proactive service recovery. Working during peak arrival and evening hours, this role acts as a primary point of contact for guests and staff, supports front desk agents, coordinates with housekeeping and engineering, and serves as Manager on Duty (MOD) as needed.

Requirements

Minimum of 1–2 years of front desk experience in a hotel setting; prior supervisory or team lead experience preferred.
Proficiency with hotel Property Management Systems (PMS) and standard office software; Opera experience preferred.
Strong interpersonal and verbal/written communication skills.
Proven ability to handle guest escalations calmly and professionally in a fast-paced environment.
Ability to work a consistent PM schedule, including weekends and holidays.
Ability to stand, walk, and remain active behind the front desk and across the property for extended periods.

Nice To Haves

Prior supervisory or team lead experience preferred.
Opera experience preferred.

Responsibilities

Supervise evening Front Desk operations, ensuring seamless check-ins, guest inquiries, and departure procedures.
Serve as an escalation point for guest concerns and escalations, executing proactive service recovery to uphold high guest satisfaction standards.
Act as Manager on Duty (MOD) during evening shifts, overseeing property security, key control, guest incidents, emergencies, and operational issues, and escalating significant matters to hotel leadership as appropriate.
Liaise with Housekeeping, Food & Beverage, and Engineering to prioritize room readiness, VIP amenities, maintenance requests, and other operational needs during the shift.
Maintain awareness of hotel occupancy, room inventory, group activity, VIP arrivals, and outstanding room issues throughout the shift, proactively coordinating with Front Desk, Housekeeping, and Engineering to resolve issues before they impact the guest.
Ensure front desk and lobby areas remain organized, welcoming, and aligned with brand presentation standards.
Lead shift briefings and communicate daily hotel occupancy, group arrivals, VIP movements, operational priorities, and unresolved issues to the team.
Provide real-time coaching, support, and training to Front Desk Agents on brand standards, upselling, and guest interactions.
Ensure staff adhere to company attendance, uniform, and grooming standards.
Ensure accurate billing, credit card authorization procedures, and cash-handling compliance across the evening shift.
Partner with the Director of Operations to drive front desk upselling programs and loyalty enrollment goals.
Assist with shift-end balancing and bucket checks, and ensure unresolved guest, operational, billing, and maintenance issues are clearly documented and communicated to Night Audit and hotel leadership.