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Hyatt Front Office Supervisor in CHARLESTON, South Carolina


Summary: TheFront Desk Supervisor is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. S/he often provides the first point of contact for guests and is responsible for creating an excellent first impression. S/he is responsible for all Front Desk Agent duties as well as; scheduling, inventories, training new staff to 4 diamond levels, resolving customer challenges, and aiding in all departments of Wild Dunes Resort. The Front Desk Supervisor will maintain the AAA Four Diamond standards.

The Front Desk Supervisor shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Wild Dunes Resort Culture as well as promoting Wild Dunes Resort as both the Destination and Employer of Choice!

Essential job Functions:

  • Greets and welcomes guests uponarrival

  • Ensuringdaily check lists are completed and signed off prior to submitting to theFront Office Manager.

  • Organizingand preparing the front desk for the next day arrivals and departures.

  • Ensuring theproper billing of all packages and groups

  • Training andsupervising front desk personnel

  • Assist guestto ensure expectations are exceeded upon check- in and check-out.

  • Registerguests upon arrival and ensure credit is established, special requests arenoted/fulfilled and accurate guest information is obtained.

  • Communicatewith all departments regarding any special need a guest may have

  • Thoroughlycomplete all guest transactions

  • Maintain anup to date working knowledge of all resort amenities as well as anyspecial events.

  • Promote andsell special hotel programs, special rate packages, and upgrades whenappropriate.

  • Maintainhouse bank and handle all checks and cash according to Resort policies andprocedures.

  • Follow setprocedures on posting charges, cashing checks, safe deposits and refunds

  • Provideprofessional communication via telephone, e-mail and written form.

  • Conductdaily pre-shift meetings to ensure all information for the day is passedto the front desk team.

  • Aid Front Office management inadditional projects when requested

  • Keep accurate inventories of allsupplies

  • Registers guests into computersystem, verifying registration, address and credit information

  • Accepts payment for guests’accountants both at the time of registration and check out

  • Maintains accurate records ofroom availability

  • Responsible for key control

  • Contacts appropriate party, ifnecessary, when a guest problem is reported

  • Answers incoming guests calls andtransfers appropriately

  • Provides general resortinformation for guests.Onemust have a general knowledge of the City of Charleston and surroundingareas.

  • Offers warm and sincerewelcome/farewell for all guests of Wild Dunes Resort including use ofguest name & good eye contact with each guest

  • Resolves guest problems and isempowered to act in absence of manager

  • Follows proper check-inprocedures

  • Arranges bell service for guests

  • Must be able tocross train and be able to work as a concierge during times of need

  • Performs PBX and Concierge dutiesas necessary

  • Maintains records for all VIPs,special requests, etc.

  • Performingcourtesy call backs to guests inquiring into their stay and roomappearance

  • Maintains an up to date workingknowledge of all resort amenities as well as any special events

  • Always maintains a professionaldemeanor and attitude

  • Communicates all pertinentinformation to the Front Office team

  • Maintains constant awareness ofsafety issues, (i.e. broken glass, frayed electrical cords, leaks, brokenlocks and suspicious persons). Reports all safety incidents to on-dutysupervisor.

  • Acts with responsibility towardsall company property, supplies and equipment.

  • Musthelp keep front desk and all colleague areas clean

  • Attendall monthly and required resort meetings

  • Maintains a professionalappearance. Follows all Wild Dunes Resort dress code standards.

  • Remains alert, courteous andhelpful to the guests and colleagues at all times.

Colleague is heldaccountable for all duties of this job and other duties as assigned.


Experience & Education:

  • High school diploma or equivalent

  • Prior hospitality experiencepreferred

  • At least one-year customerservice experience in a high-volume setting preferred

  • Experiencein a Four-Diamond quality organization preferred

  • Knowledge in property managementsystems is a highly desirable

Job Requirements:

  • Must be a United States citizenor possess a valid work permit

  • Must have excellent phoneetiquette

  • Must be able to read, write andspeak English

  • Must have strong computer skills

  • Must have strong workingknowledge of Microsoft Office programs

  • Must be able to work well underpressure

  • Must be able to accurately followinstructions, both verbally and written

  • Must be highly detailedorientated

  • Must be able to work in a fast-pacedenvironment

  • Must have excellent listeningskills

  • Must possesses excellentcommunication skills

  • Must be professional inappearance and demeanor

  • Must always ensure a teamworkenvironment

  • Ability to work a flexibleschedule that may include evenings, weekends and holidays

  • Must have the ability to dealeffectively and interact well with the guests and colleagues

  • Must have the ability to resolveproblems/conflicts in a diplomatic and tactful manner

  • Must have a passion for creatingan exceptional experience for all guests

Colleagues who are hired at Wild Dunes Resort will be verified through the federal E-Verify system.

Working Conditions:

  • Must be able to stand on feet throughoutthe shift, with intermittent periods of walking

  • Must be able to occasionallylift, carry, push & pull up to 50 lbs with assistance

  • Must be able to perform simplegrasping, fine manipulation, and repetitive hand & arm movementsfrequently, and squeezing & overhead reaching occasionally.

  • Must be able to bend, squat,crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis

  • While primarily an indoor job,must be able to walk outside in a variety of weather conditions (rain,wind, heat)

  • Must be able to climb stairsoccasionally, both indoors and outside in a variety of weather conditions(rain, wind, heat).

WildDunes is an Affirmative Action / Equal Opportunity Employer and offers equalemployment opportunity to all, based upon individual merit and does notdiscriminate on the basis of race, color, religion, national origin, sex, gender,age, disability status, protected veteran status or any other protected classor category.

  • A true desire to satisfy the needs of others in a fast paced environment.

  • Refined verbal and written communication skills.

  • Ability to stand for long periods of time.

  • Experience and a thorough understanding of Front Office operations.

Primary Location: US-SC-Isle of Palms

Organization: Wild Dunes Resort

Pay Basis: Hourly

Job Level: Full-time

Job: Front Office

Req ID: ISL000334

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.