Front Office Supervisor

Position Title\: Front Office Supervisor
Reports To\: Assistant Director of Rooms / Front Office Manager
Department\: Front Office
Location\: Grand Hyatt Baha Mar

At Grand Hyatt Baha Mar, we are committed to creating exceptional guest experiences from the moment our guests arrive until their departure. We are seeking an enthusiastic, service-driven, and motivated Front Office Supervisor to join our Rooms Division team.

The Front Office Supervisor plays a vital leadership role in the day-to-day operation of the Front Office by ensuring exceptional guest service, supporting colleagues, maintaining operational excellence, and fostering a culture of hospitality. This position serves as a hands-on leader who leads by example, coaches team members, resolves guest concerns, and helps create memorable experiences that reflect the Grand Hyatt brand.

General Responsibilities

• Performs related duties and special projects as assigned.
• Maintains full knowledge of Grand Hyatt Baha Mar standards, policies, and procedures.
• Attends and participates in daily briefings, leadership meetings, training sessions, and departmental communications.
• Maintains assigned work areas and equipment in a clean, organized, and professional manner.
• Ensures compliance with all health, safety, security, grooming, and workplace standards.
• Promotes Hyatt's culture of care, teamwork, accountability, and guest service excellence.
• Supports departmental goals related to guest satisfaction, colleague engagement, loyalty enrollments, upselling initiatives, and financial results.
• Demonstrates professionalism, integrity, and sound judgment in all interactions.

• Provides daily supervision, guidance, and support to Front Office colleagues to ensure service excellence and operational efficiency.
• Leads by example and provides hands-on support in a variety of Front Office functions as business needs dictate.
• Coaches and develops colleagues to achieve departmental goals related to guest satisfaction, upselling initiatives, and loyalty program enrollments.
• Provides regular feedback, coaching, and performance support to team members.
• Assists in recruiting, onboarding, training, and retaining highly engaged colleagues. Supports the management team in maintaining high standards related to attendance, performance, appearance, and workplace conduct.
• Attends management development and leadership training sessions as directed.
• Complete any other duties assigned by management.

Guest Experience & Service Excellence

• Creates a welcoming environment and ensures guests receive professional, personalized, and efficient service.
• Proactively identifies guest needs and resolves concerns to the highest level of satisfaction.
• Serves as a primary escalation point for guest service challenges and recovery opportunities.
• Monitors guest feedback platforms and responds to guest inquiries, concerns, and comments in a timely and professional manner.
• Coaches colleagues on service recovery techniques, conflict resolution, and guest engagement strategies.
• Ensures all VIP, repeat, and special-request guests receive appropriate recognition and personalized service.

Front Office Operations

• Must be capable of performing all Front Desk, Guest Services, and Rooms Control functions.
• Oversees daily Front Office operations to ensure smooth and efficient service delivery.
• Completes daily reports, operational checklists, and shift documentation to support departmental success.
• Maintains awareness of occupancy levels, arrivals, departures, room availability, and operational priorities.
• Supports room assignment strategies and inventory management in collaboration with Rooms Control and leadership teams.
• Relieves Front Office colleagues during meal periods and breaks as operationally required.
• Conducts regular inspections and walk-throughs of guest and operational areas to ensure presentation and service standards are maintained.

Financial & Administrative Responsibilities

• Ensures all cash handling procedures and accounting transactions are completed in accordance with company policies and audit standards.
• Reviews reports for accuracy and ensures guest data is processed securely and efficiently.
• Maintains confidentiality and compliance with all data protection and security standards.
• Assists leadership with labor management, scheduling, and operational reporting as assigned.
• Supports departmental productivity, revenue enhancement, and expense-control initiatives.

Safety & Compliance

• Maintains awareness of emergency procedures and demonstrates the ability to recognize and respond appropriately to emergency situations.
• Ensures compliance with all resort safety, security, and operational policies.
• Reports maintenance, security, and safety concerns promptly.
• Supports a safe environment for guests and colleagues throughout the resort.

Education & Experience

• High School Diploma or equivalent required.
• Associate's Degree or Bachelor's Degree in Hospitality Management, Business Administration, or a related field preferred.
• Minimum of two (2) years of Front Office experience in a hotel, resort, or hospitality environment required.
• Previous supervisory or leadership experience preferred.
• Luxury hotel or resort experience strongly preferred.

Knowledge & Skills

• Strong knowledge of Front Office operations, guest services, and rooms management.
• Proficiency in Microsoft Office applications, including Word and Excel. Experience with Opera PMS and other hospitality systems preferred.
• Excellent leadership, coaching, and interpersonal skills.
• Strong organizational and time management abilities.
• Proven problem-solving and decision-making capabilities.
• Excellent written and verbal communication skills.
• Ability to effectively prioritize, multitask, and perform under pressure. Strong guest service orientation with the ability to remain calm, professional, and courteous in challenging situations.
• Ability to work collaboratively and effectively as part of a team.

Core Leadership Competencies

• Guest Focus
• Accountability
• Communication
• Coaching & Development
• Leadership Presence
• Decision-Making
• Problem Solving
• Adaptability
• Team Collaboration
• Results Orientation

Physical Requirements

Physical aspects of the position include, but are not limited to\:

• Frequent standing, walking, and movement throughout the shift.
• Ability to stand for extended periods, including up to eight (8) hours. Occasional kneeling, bending, pushing, pulling, and lifting.
• Ability to lift, carry, and maneuver items weighing up to 50 pounds. Hearing and visual ability to observe and respond to operational and emergency situations.
• Flexibility to work varying shifts, including evenings, weekends, holidays, and peak business periods.