Guest Services Supervisor

Hyatt Place Mount Pleasant Towne Centre • Mount Pleasant, SC

17h • Onsite

About The Position

The Guest Services Supervisor assists in leading the daily operations of the Front Office while supporting the Guest Services team through coaching, training, and operational leadership. This individual plays a key role in delivering exceptional guest experiences, maintaining Hyatt brand standards, and supporting overall hotel performance. The ideal candidate is a servant leader who leads by example, thrives in a fast-paced environment, and enjoys developing others while creating memorable guest experiences.

Requirements

• Minimum of one year of hotel front office or guest services experience.
• Previous leadership, supervisory, or shift lead experience preferred.
• Strong communication, leadership, and organizational skills.
• Ability to multitask and remain calm in a fast-paced environment.
• Strong problem-solving and guest service abilities.
• Proficiency with Microsoft Office applications.
• Ability to work a flexible schedule including evenings, weekends, and holidays as business demands require.

Nice To Haves

• Hyatt experience.
• Experience with Opera PMS or similar hotel property management systems.
• Previous experience as a Guest Services Agent, Front Desk Agent, or Front Office Supervisor.
• Knowledge of hotel operations, cash handling, and guest service recovery.
• Experience with scheduling, coaching, and team development.

Responsibilities

• Supervise daily Front Office operations to ensure exceptional guest service and operational efficiency.
• Provide leadership and support to Guest Services Agents throughout each shift.
• Serve as Manager on Duty as assigned and respond to guest and operational needs.
• Ensure compliance with Hyatt brand standards, company policies, and standard operating procedures.
• Maintain a visible presence in the lobby and guest areas to support both associates and guests.
• Assist with recruiting, onboarding, training, and coaching Guest Services Agents.
• Provide ongoing performance feedback, recognition, and accountability conversations.
• Lead by example while promoting teamwork, professionalism, and service excellence.
• Assist with scheduling, shift coverage, and daily front office assignments.
• Support department leaders in fostering a positive and engaging work environment.
• Deliver exceptional guest service while creating memorable first and last impressions.
• Resolve guest concerns quickly and professionally through proactive service recovery.
• Monitor guest satisfaction scores, online reviews, and brand performance metrics.
• Ensure guest requests, special accommodations, and loyalty program recognition are handled accurately and efficiently.
• Promote World of Hyatt enrollment and guest engagement initiatives.
• Oversee daily front desk procedures, cash handling, and billing accuracy.
• Ensure reservations, room assignments, and guest accounts are processed accurately.
• Coordinate closely with Housekeeping, Engineering, and other departments to ensure room readiness and efficient communication.
• Monitor front desk supplies, equipment, and operational readiness.
• Maintain accurate shift reports, front desk logs, and departmental documentation.
• Assist with payroll review, scheduling, and attendance tracking.
• Support departmental reporting, audits, and operational initiatives.
• Assist with group arrivals, VIP accommodations, and special events.
• Ensure safety, security, and emergency procedures are followed at all times.
• Perform additional duties as assigned by hotel leadership.

Benefits

• Paid Training
• Hyatt Employee Travel Discounts Worldwide
• Opportunities for advancement within the hotel and hospitality industry
• Medical, Dental, and Vision Benefits (for eligible associates)
• Paid Time Off (for eligible associates)
• 401(k) Plan (for eligible associates)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed