Front Office Supervisor

Hyatt Columbus/Polaris•Columbus, OH

2d•$17 - $18•Onsite

About The Position

The Front Office Supervisor leads the heart of the hotel—our front office operation—ensuring smooth, elevated guest experiences from arrival to departure. This role champions warm hospitality, operational excellence, and team leadership. Responsible for supervising the front desk, guest relations, and overall lobby experience, this hands-on leader ensures that every guest interaction reflects Ivy Hospitality’s passion for service and commitment to creating memorable stays.

Requirements

High school diploma or equivalent required; hospitality or business management training preferred.
Minimum of 3-5 years of hotel front office experience, with at least 1-2 years in a supervisory or management capacity.
Strong leadership presence and team development skills.
Excellent communication abilities—both written and verbal.
Proven problem-solving capabilities and ability to remain composed under pressure.
Proficiency in hotel property management systems (PMS) and Microsoft Office suite.
Detail-oriented with strong organizational and multitasking skills.

Responsibilities

Provide direction and leadership to the front office team, setting the tone for genuine, guest-first service.
Serve as the lead contact for escalated guest concerns, skillfully resolving issues while ensuring satisfaction and retention.
Manage and oversee front desk operations, including check-in/check-out, room inventory, reservations, and guest services.
Collaborate with the Assistant General Manager and General Manager on occupancy strategies, rate management, and guest satisfaction metrics.
Train, mentor, and evaluate front desk team members to promote growth, engagement, and accountability.
Facilitate daily stand-ups and team huddles to communicate expectations, priorities, and upcoming events.
Ensure accurate handling of financial transactions, including billing, cash handling, and reconciliation procedures.
Enforce front office standards, policies, and safety protocols in alignment with brand and company guidelines.
Act as a liaison between departments, particularly housekeeping, maintenance, and food & beverage, to maintain a seamless guest experience.
Monitor lobby cleanliness, front desk organization, and guest amenity availability to maintain an inviting arrival experience.
Participate in the recruitment, selection, and onboarding of front office team members.
Implement service enhancements and process improvements to increase efficiency and guest satisfaction.