Front Office Supervisor

EOS • Marathon, FL

11d • Onsite

About The Position

Tranquility Bay Beachfront Resort is seeking an experienced, guest-focused Front Office Supervisor to support daily Front Desk operations and help deliver exceptional guest experiences. This hands-on leadership role provides direction and coaching to Front Office team members, resolves guest concerns, and supports Front Desk revenue opportunities. The supervisor also participates in the resort’s scheduled 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 and is contingent on meeting the resort’s housing and MOD expectations.

The position works across resort departments to address guest and operational priorities, maintains accurate Front Office records, and supports service standards, guest satisfaction, and approved upselling. During assigned MOD coverage, the supervisor remains available for urgent guest, employee, safety, security, maintenance, and operational concerns, completes two nightly property walks, and communicates incidents and follow-up needs to resort leadership.

Requirements

• High school diploma, GED, or equivalent.
• At least 2 years of hotel Front Desk or Front Office experience.
• 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 and ability to support Front Desk upselling and revenue goals.
• Experience with hotel property management systems.
• 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.

Nice To Haves

• Previous lead or supervisory experience.
• Resort or full-service hotel experience.

Responsibilities

• Oversee Front Desk operations during assigned shifts and ensure resort service standards are maintained.
• Greet, check in, and check out guests with friendly, personalized, professional service.
• Address escalated guest concerns and provide timely service recovery; proactively identify and resolve guest needs.
• Support guest satisfaction scores and positive reviews through service and follow-up.
• Maintain knowledge of room types, rates, packages, promotions, amenities, activities, and in-house groups.
• Keep guest, reservation, payment, and shift records accurate and complete; follow 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, service recovery, Front Desk procedures, and guest-focused upselling.
• Assist with onboarding and training new Front Office team members.
• Identify approved room-upgrade and other upselling opportunities to support revenue goals.
• Step into Front Desk functions as needed to support efficient operations.
• Coordinate with Housekeeping, Engineering, Reservations, Food & Beverage, and other resort departments on 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 communicated between shifts and to Front Office leadership.
• Participate in the scheduled overnight Manager on Duty rotation and serve as the resort’s after-hours management contact when assigned.
• 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 and document and communicate identified concerns.
• Maintain knowledge of resort emergency procedures and respond appropriately to incidents.
• Escalate significant incidents as needed and communicate overnight incidents and follow-up requirements to resort leadership and department managers.
• Remain able to fulfill MOD responsibilities while assigned; employee housing must not interfere with those duties.
• Maintain provided housing in accordance with resort housing policies and meet assigned MOD, property-walk, safety, and after-hours response responsibilities.

Benefits

• Complimentary employee housing, contingent on successful participation in the overnight MOD program and other stated expectations.
• Medical, dental, and vision insurance.
• Additional voluntary benefits.
• Paid time off.
• 401(k) with employer match.
• Discounts at EOS Hospitality sister properties.
• Employee recognition programs.
• Opportunities for professional growth and advancement.

What This Job Offers

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