Front Office Supervisor

Front Office SupervisorTranquility Bay Beachfront Resort is seeking an experienced and guest-focused Front Office Supervisor to join our Front Office team in the Florida Keys.This hands-on leadership position supports daily Front Desk operations, provides direction and coaching to Front Office team members, resolves guest concerns, and helps drive exceptional guest experiences and Front Desk revenue opportunities.As part of the position, the Front Office Supervisor also participates in the resort's overnight Manager on Duty (MOD) rotation and serves as an after-hours point of contact when assigned. Complimentary employee housing is provided in connection with these responsibilities.This is an excellent opportunity for a hospitality professional ready to take the next step in Front Office leadership while gaining broader exposure to resort operations.Key ResponsibilitiesFront Office Operations & Guest ExperienceOversee Front Desk operations during assigned shifts and ensure resort service standards are consistently maintainedGreet, check in, and check out guests while delivering friendly, personalized, and professional serviceServe as a point of escalation for guest concerns and provide timely and appropriate service recoveryProactively engage with guests throughout their stay to identify needs and resolve concerns before departureHelp drive guest satisfaction scores and positive reviews through exceptional service and effective follow-upMaintain knowledge of room types, rates, packages, promotions, amenities, resort activities, and in-house groupsEnsure guest, reservation, payment, and shift records are accurate and completeFollow all cash-handling, credit, reconciliation, and Front Office proceduresTeam Leadership & RevenueProvide hands-on leadership, direction, and support to Front Desk Agents and Night AuditorsCoach team members on guest service standards, service recovery, and Front Desk proceduresAssist with onboarding and training new Front Office team membersIdentify room upgrade and other approved upselling opportunities to maximize Front Desk revenueCoach the team on guest-focused upselling techniques that enhance the guest experience while supporting revenue goalsLead by example and step into Front Desk functions as needed to support efficient operationsCross-Department OperationsPartner closely with Housekeeping, Engineering, Reservations, Food & Beverage, and other resort departments to address guest and operational prioritiesCommunicate room status, special requests, maintenance concerns, and other important guest information to appropriate departmentsEnsure unresolved guest concerns, operational issues, and follow-up items are clearly communicated between shifts and to Front Office leadershipOvernight Manager on Duty ResponsibilitiesParticipate in the resort's overnight MOD rotation as scheduledServe as the resort's after-hours management contact while assigned as MODRemain available and responsive to urgent guest, employee, safety, security, maintenance, and operational concerns requiring management attentionComplete two nightly property walks using the established MOD checklistDocument and appropriately communicate safety, security, maintenance, or operational concerns identified during property walksMaintain working knowledge of resort emergency procedures and respond appropriately to incidentsEscalate significant incidents to the appropriate resort leadership when necessaryProvide clear communication regarding overnight incidents and required follow-up to resort leadership and department managersRemain available and able to fulfill all MOD responsibilities while assigned; use of employee housing must not interfere with MOD dutiesQualificationsHigh school diploma, GED, or equivalent requiredMinimum of 2 years of hotel Front Desk or Front Office experience requiredPrevious lead or supervisory experience preferredResort or full-service hotel experience preferredStrong guest service, communication, organization, and problem-solving skillsConfidence handling guest concerns, service recovery, and after-hours operational decisionsAbility to lead and support team members in a hands-on operational environmentGuest-focused sales mindset with the ability to support Front Desk upselling and revenue goalsExperience with hotel property management systems requiredBasic proficiency with Microsoft OfficeAbility to exercise sound judgment, maintain confidentiality, prioritize effectively, and remain calm under pressureFlexible availability including evenings, weekends, holidays, varying shifts, and assigned overnight MOD coverageComplimentary Employee HousingComplimentary employee housing is provided with this position and is tied to successful participation in the resort's overnight Manager on Duty program.The employee is expected to maintain the provided housing in accordance with resort housing policies and consistently fulfill all assigned MOD, property-walk, safety, and after-hours response responsibilities. Continued eligibility for complimentary housing is contingent upon meeting these expectations and remaining in an eligible position.Benefits & PerksComplimentary employee housingMedical, Dental & Vision InsuranceAdditional voluntary benefitsPaid Time Off401(k) with employer matchDiscounts at EOS Hospitality sister propertiesEmployee recognition programsOpportunities for professional growth and advancementTranquility 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.