Front Office Supervisor

Front Office Supervisor

Tranquility Bay Beachfront Resort is seeking an experienced, guest-focused Front Office Supervisor to support the daily operations of our Front Desk team. This hands-on leadership role provides direction during assigned shifts, supports and coaches Front Desk team members, and helps ensure every guest receives friendly, efficient, and professional service.

In addition to Front Office responsibilities, this position participates in the resort's overnight Manager on Duty (MOD) rotation. Complimentary employee housing is provided in connection with these responsibilities, making this an excellent opportunity for a hospitality professional who is comfortable taking ownership of resort operations and guest needs after hours.

Key Responsibilities

• Oversee Front Desk operations during assigned shifts and ensure resort service standards are consistently maintained.
• Greet, check in, and check out guests while providing personalized, professional service.
• Resolve guest concerns promptly and confidently, using sound judgment and appropriate service recovery.
• Proactively engage with guests, resolve concerns during their stay, and coach the team to deliver experiences that drive strong satisfaction scores and positive guest reviews.
• Drive Front Desk revenue by identifying room upgrade and other approved upselling opportunities and coaching the team on guest-focused selling techniques.
• Provide hands-on leadership, coaching, and direction to Front Desk Agents and Night Auditors.
• Support training and onboarding of new Front Office team members.
• Maintain accurate guest, reservation, payment, and shift records and follow cash-handling and reconciliation procedures.
• Partner closely with Housekeeping, Engineering, Reservations, Food & Beverage, and other departments to address guest and operational priorities.
• Maintain knowledge of room types, rates, packages, amenities, groups, and resort activities.
• Communicate operational updates, unresolved guest concerns, and follow-up items clearly between shifts and to Front Office leadership.

Overnight Manager on Duty Responsibilities

• Participate in the overnight MOD rotation as scheduled and serve as the resort's after-hours management contact.
• Respond to urgent guest, employee, safety, security, maintenance, and operational concerns that require management attention overnight.
• Complete two nightly property walks using the established MOD checklist and document or escalate concerns appropriately.
• Maintain working knowledge of resort emergency and safety procedures and take appropriate action when incidents occur.
• Communicate significant overnight incidents and follow-up needs to resort leadership and the appropriate department managers.
• Remain available and responsive while assigned as overnight MOD; employee housing may not be used in a manner that interferes with MOD responsibilities while on duty.

Qualifications

• High school diploma, GED, or equivalent required.
• Minimum of 2 years of hotel Front Desk or Front Office experience required.
• Previous lead or supervisory experience preferred.
• Resort or full-service hotel experience preferred.
• Strong guest service, communication, organization, and problem-solving skills.
• Guest-focused sales mindset with the ability to support positive review performance and Front Desk upselling goals.
• Confidence handling guest concerns, service recovery, and after-hours operational decisions.
• Experience with hotel property management systems required; basic Microsoft Office proficiency.
• Ability to maintain confidentiality, exercise sound judgment, prioritize effectively, and remain calm under pressure.
• Flexible availability, including evenings, weekends, holidays, varying shifts, and assigned overnight MOD coverage.

Complimentary Employee Housing

Complimentary employee housing is provided with this position and is tied to successful participation in the overnight MOD program. The employee is expected to maintain the housing in accordance with resort housing standards and consistently fulfill all assigned MOD, safety, and property-walk responsibilities. Continued housing eligibility is contingent upon meeting these expectations.

Benefits & Perks

• Complimentary employee housing
• Medical, Dental & Vision Insurance
• Additional voluntary benefits
• Paid Time Off
• 401(k) with employer match
• Discounts at EOS Hospitality sister properties
• Employee recognition programs
• Opportunities for professional growth and advancement

Tranquility Bay Beachfront Resort is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.