Front Office Supervisor

At Hyatt, our people are at the heart of the guest experience. Guided by empathy, inclusion, respect, integrity, experimentation and wellbeing, we work to create an environment where colleagues can grow, collaborate and offer genuine hospitality.

Thompson Hotels is part of Hyatt’s lifestyle portfolio, bringing together thoughtful design, food and beverage, cultural experiences and authentic service. Located in Dallas’ historic Main Street District, Thompson Dallas reflects this approach through contemporary art, Texas craftsmanship, 219 guest rooms and suites, more than 14,000 square feet of event space, rooftop venues and panoramic downtown views.

The Front Office team helps guests feel welcomed, cared for and connected to Dallas from the moment they arrive. Thompson Dallas is seeking a Front Office Supervisor to support daily operations across the front desk, PBX, bell and valet teams. This hands-on role helps colleagues deliver attentive service, resolve guest concerns and keep communication flowing across departments.

Position Overview

Reporting to the Director of Front Office, the Front Office Supervisor helps oversee the daily operation of assigned Front Office functions. The Supervisor supports colleague training, scheduling and performance, and helps ensure that service standards and hotel procedures are followed. This role is a visible champion for service and works closely with Housekeeping, Engineering, Spa, Sales and Marketing, Food and Beverage, and other departments to support a smooth guest experience.

Key Responsibilities

Guest Experience and Service

• Set a welcoming example for colleagues and help deliver attentive, personalized service throughout the guest journey.
• Respond to guest requests and concerns promptly, following through or involving a manager when needed.
• Support VIP arrivals, special requests and service recovery, coordinating with the appropriate hotel departments.
• Help guests with questions, hotel information and recommendations for dining, arts, culture, entertainment and other Dallas experiences.
• Observe service interactions and share feedback or coaching to help colleagues meet department standards.

Daily Operations

• Support the day-to-day operation of the front desk, PBX, bell and valet teams, based on business needs and assigned responsibilities.
• Help coordinate shift coverage, breaks and task assignments to maintain service and operational readiness.
• Ensure accurate shift handoffs and clear communication about guest requests, room status and outstanding issues.
• Follow hotel procedures for cash handling, billing, key control and other Front Office responsibilities.
• Assist with room inventory and room assignment processes, communicating relevant updates to the appropriate teams.
• Identify operational concerns and bring them to a manager’s attention with timely, useful information.
• Perform Front Office duties as needed to support colleagues and guests.

Colleague Support and Teamwork

• Help onboard and train colleagues on service standards, systems, hotel information and department procedures.
• Provide day-to-day guidance, encouragement and feedback to colleagues.
• Promote a respectful, supportive work environment and communicate concerns to department leadership.
• Partner with Housekeeping, Engineering, Spa, Sales and Marketing, Food and Beverage, and other departments to coordinate guest needs and resolve operational issues.
• Share relevant guest feedback and recurring service needs with Front Office leadership.

Benefits & Perks

• Comprehensive health and welfare plans for eligible full-time colleagues.
• 401(k) with company match after one year of service.
• College Savings Plan and Employee Stock Purchase Plan.
• Paid vacation, holidays and sick leave, as applicable.
• Family bonding leave and adoption assistance.
• Complimentary and discounted stays at Hyatt properties worldwide.
• Complimentary onsite parking.
• Free colleague meals during shifts.
• Transit passes and educational assistance.
• Career development and growth opportunities.

• Previous hotel or hospitality experience, preferably in Front Office or guest services.
• Previous leadership or supervisory experience preferred.
• Strong guest service, communication and problem-solving skills.
• Clear, professional written and verbal communication skills in English.
• Ability to use hotel systems and standard computer applications, including Microsoft Word and Excel.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Ability to work effectively with people from diverse socioeconomic, cultural, disability and ethnic backgrounds.
• Flexibility to work evenings, weekends and holidays based on business needs.

Physical Requirements

• Ability to stand and walk for extended periods and move throughout the hotel.
• Ability to bend, reach and occasionally lift or carry up to 25 pounds, with or without reasonable accommodation.
• Ability to work a flexible schedule based on business needs.

Thompson Dallas is committed to creating a workplace where colleagues feel valued, respected and supported. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected by applicable law.