Front Office Supervisor - Hyatt House (32742)

At Hyatt House Anaheim Convention Center, we pride ourselves on being chosen by guests for our dedicated and attentive team members. Our staff is committed to delivering efficient service and creating memorable experiences. This role is under the guidance of the Front Office Manager.

Position Summary: 

The Front Desk Supervisor at Hyatt House is an essential leader responsible for delivering outstanding guest experiences and ensuring smooth front desk operations. In addition to overseeing check-ins and check-outs, this role is vital for upholding exceptional customer service standards. Success in this position requires keen attention to detail, organizational skills, and effective communication abilities. The supervisor also collaborates with various departments to efficiently address guest needs. A successful Front Desk Supervisor not only masters front desk procedures but also demonstrates a positive attitude, leadership capabilities, and a dedication to promoting a cooperative team environment, ultimately enriching the guest experience.

Essential Duties and Responsibilities (Other duties may be assigned): 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/ or ability required. 

• Supervise front desk operations to ensure efficient and effective guest service
• Train, mentor, and support front desk staff to maintain high standards
• Handle guest check-ins and check-outs, ensuring a seamless experience
• Address and resolve guest inquiries and complaints promptly and professionally
• Ensure accurate and up-to-date guest billing and reservation information
• Coordinate with housekeeping and maintenance teams for room readiness and service issues
• Manage daily front desk activities, including cash handling and shift reports
• Maintain knowledge of hotel services, amenities, and local attractions to provide guests with valuable information
• Implement and uphold hotel policies and procedures to ensure regulatory compliance
• Foster a welcoming and positive atmosphere for both guests and team members
• Monitor and replenish front desk supplies to maintain operational efficiency
• Assist in scheduling and workforce management to optimize staff coverage
• Demonstrate safe work practices and ensure staff follows safety protocols

Other Essential Job Duties: (Continued)

• Attends hotel and department meetings and other functions required by management
• Communicates all pertinent information to all department heads
• Must be available to work weekends and holidays
• Arrives to work on time, ready to clock in, in a clean/pressed uniform and non-slip shoes
• Must maintain high standards of personal appearance and grooming
• Wears name tag at all times when at work
• Must be attentive, courteous and efficient at all times when dealing with the guests and co-workers
• Comply at all times with compliance standards and regulations to encourage safe and efficient hotel operations
• Establish and maintain good communications and teamwork with all employees and other departments within the hotel in such a manner that promotes harmony throughout the workplace
• Be familiar with all policies and hotel rules, and hotel terminology
• Must be capable of self-supervision and have the ability to manage time accordingly in order to complete the required work

Qualifications Requirements:  

• A minimum of 1 year of progressive experience in hotel front desk
• Minimum age requirement of 18 years

Knowledge and Skills: 

• Ability to manage multiple tasks simultaneously while maintaining high levels of customer service and efficiency
• Ability to meet the needs of others in a dynamic and fast-paced setting
• Strong verbal and written communication abilities to effectively interact with guests, team members, and management
• Capable of quickly identifying issues and implementing effective solutions to maintain smooth front desk operations
• Efficiently prioritize tasks and manage time to meet deadlines and handle high volumes of guest check-ins and check-outs
• Ability to lead and motivate a team, fostering a collaborative and productive work atmosphere
• Meticulous in handling guest requests, processing transactions, and maintaining accurate records

• Prepared to handle emergencies and unexpected situations calmly and effectively, ensuring the safety and satisfaction of guests

Reasoning Ability:   

Front Desk Supervisors at Hyatt House require strong reasoning skills to manage their responsibilities effectively. They need to exercise sound judgment in resolving guest inquiries and addressing any issues that arise promptly. The ability to listen attentively to guests and staff is crucial, ensuring that their concerns are understood and resolved efficiently.

In a dynamic and often fast-paced environment, Front Desk Supervisors should proactively anticipate guest needs and operational challenges before they become pressing. Strong reasoning skills allow them to make informed decisions that uphold the hotel's high service standards and contribute to a seamless guest experience. This capability is vital for overseeing front desk operations, ensuring guest satisfaction, and leading the front desk team successfully.

 
Physical Demands: 
 
As a Front Desk Supervisor, you will engage in various physical activities requiring endurance and attention to detail. The job involves standing for long periods as you greet guests, check them in and out, and manage reservations. You will need the physical capability to handle guest luggage and occasionally lift items weighing up to 50 lbs. Strong visual skills, including close and distance vision, are essential for managing front desk operations and ensuring guest satisfaction. Reasonable accommodation may be arranged to assist individuals with disabilities in performing these essential functions. 
  
Physical Demands Continued: 

• Continuous standing
• Frequent walking
• Limited sitting
• Normal neck motion
• Maximum carrying weight up to 10–50 pounds (e.g., guest luggage)
• Carrying distance up to 20 feet
• Moderate reaching
• Intermittent overhead lifting
• Frequent waist to chest level lifting
• Intermittent floor level lifting
• Occasional climbing on stool
• No crawling
• Seldom balancing
• Seldom crouching
• Intermittent kneeling
• Intermittent pushing and pulling maximum weight up to 150 pounds (e.g., luggage cart)
• Frequent bending
• Frequent twisting
• Continuous and repetitive use of hands (e.g., typing, handling documents)
• Continuous use of feet
• Must be capable of climbing and descending stairs during the shift

Work Environment:   

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The setting in the work environment is indoors and the noise level is usually moderate.

Hotel Standards must be demonstrated at all times while on duty.

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.

Salary : $21 - $22