Front Desk Supervisor

Company Description Hyatt House Augusta / Downtown is a modern, extended-stay hotel located on Broad Street in the heart of Augusta, Georgia, near the business district and the scenic Augusta Riverwalk. Guests enjoy residential-style accommodations, including one- and two-bedroom suites with full kitchens and generous living space. The hotel offers complimentary breakfast at the Omelet Bar, a 24-hour H Market for snacks, and free Wi-Fi throughout the property. On-site amenities include a 24-hour Workout Room and 4,050 sq ft of flexible event space for meetings and gatherings. Situated close to local entertainment, cultural venues, and the Savannah River, the property serves a mix of business travelers, leisure guests, and event attendees.
Role Description The Front Desk Supervisor is a full-time, on-site role based at Hyatt House Augusta / Downtown in Augusta, GA. This position oversees front desk operations, ensuring efficient check-in and check-out processes, accurate reservations, and prompt resolution of guest inquiries and concerns. The Front Desk Supervisor provides daily direction and support to front desk team members, including training, scheduling, and performance guidance to maintain consistent service standards. The role involves handling escalated guest issues, monitoring lobby appearance, coordinating with housekeeping and maintenance, and verifying billing and payment accuracy. The supervisor also supports hotel revenue and guest satisfaction goals by promoting hotel amenities, upholding brand standards, and fostering a welcoming, professional environment for all guests.
Qualifications

• Strong supervisory skills, including team leadership, scheduling, and coaching to support front desk staff performance.
• Proficiency in receptionist duties such as check-in/check-out, reservations, cash handling, and use of property management systems.
• Excellent customer service and customer satisfaction focus, with the ability to handle complaints and resolve issues professionally and promptly.
• Professional phone etiquette and communication skills for handling guest calls, inquiries, and internal coordination.
• Previous front desk or hotel guest services experience required; prior supervisory or lead experience in hospitality strongly preferred.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as business needs require.
• Strong organizational skills, attention to detail, and ability to manage multiple tasks in a fast-paced environment.
• High school diploma or equivalent required; additional education in hospitality or a related field is a plus.