Front Office Supervisor

About the role

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 Carolina Inn.

Responsibilities

• Supervise and lead front desk associates, concierge staff, and retail staff
• Lead by example, ensuring a seamless and memorable experience for every guest and team member
• Coordinate with housekeeping, reservations, and other hotel departments to optimize guest experience
• Support the development and execution of strategic initiatives aimed at increasing occupancy and revenue
• Manage daily operations while fostering a positive, collaborative, and high-performance team culture
• Handle billing, payments, and financial transactions accurately
• Maintain compliance with Hyatt policies, brand standards, and safety procedures
• Resolve guest concerns promptly and professionally
• Build and maintain strong relationships with internal and external stakeholders
• Play an active role onboarding and the continuous development of front office colleagues through coaching and mentoring
• Completes daily reports, operational checklists, and shift documentation to support departmental success

Requirements

• Minimum of 2 years of progressive supervisory experience in Front Office or Rooms Division operations, ideally within a luxury or Forbes‑rated hotel environment
• Strong leadership, communication, and problem-solving skills
• Proficiency in hotel management software (e.g., Opera, PMS, or similar systems)
• Passionate leader who thrives on mentoring and motivating others
• Ability to work flexible hours, including weekends and holidays
• 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
• Approachable, confident, and composed leader who inspires teamwork and fosters a positive, service‑driven culture

Benefits

• 12 free room nights after 90 days of service
• Discounted and Friends & Family Room Rates upon hire
• Medical, Prescription, Dental and Vision Insurance after 30 days of employment
• 401K with company match
• Paid Vacation, sick days, new child leave and personal day
• Paid Family Bonding Time (8 weeks, primary caregiver; 2 weeks, supportive caregiver) and Adoption Assistance
• Tuition Reimbursement
• 50% discount in Crossroads
• 20% discount in gift shop (exception: jewelry, UNC items, alcohol)
• Employee Stock Purchase Plan
• Discounts at various retailers – Apple, AT&T, Verizon, Headspace and many more