Front Office Supervisor

Hotel Nyack - JDV by Hyatt in Nyack, NY is seeking a Front Office PM Supervisor to oversee evening front-of-house operations and help keep the guest experience running smoothly from arrival through departure. This onsite role supports the front desk team, coordinates with key departments during the PM shift, and steps in as Manager on Duty (MOD) when needed to address security, key control, guest incidents, emergencies, and operational issues.

What you’ll do

• Supervise evening Front Desk operations, ensuring seamless check-ins, guest inquiries, and departure procedures.
• Act as the escalation point for guest concerns and escalations, handling issues with proactive service recovery to uphold guest satisfaction.
• Serve as Manager on Duty (MOD) during evening shifts, overseeing property security and key control, responding to guest incidents and emergencies, and escalating significant matters to hotel leadership as appropriate.
• Coordinate with Housekeeping, Food & Beverage, and Engineering to prioritize room readiness, VIP amenities, maintenance requests, and other operational needs.
• Monitor occupancy and room inventory, including group activity, VIP arrivals, and outstanding room issues, and coordinate with Front Desk, Housekeeping, and Engineering so issues are resolved before they affect guests.
• Keep front desk and lobby areas organized, welcoming, and aligned with brand presentation standards.
• Lead shift briefings and communicate daily occupancy, group arrivals, VIP movements, operational priorities, and unresolved issues to the team.
• Provide real-time coaching, support, and training to Front Desk Agents on brand standards, upselling, and guest interactions.
• Ensure staff follow company attendance, uniform, and grooming standards.
• Ensure accurate billing, credit card authorization procedures, and cash-handling compliance across evening shifts.
• Partner with the Director of Operations to drive front desk upselling programs and loyalty enrollment goals.
• Assist with shift-end balancing and bucket checks, and ensure unresolved guest, operational, billing, and maintenance issues are clearly documented and communicated to Night Audit and hotel leadership.

What you bring

• Minimum 1–2 years of front desk experience in a hotel setting; prior supervisory or team lead experience preferred.
• Proficiency with Property Management Systems (PMS) and standard office software; Opera experience preferred.
• Strong interpersonal and verbal and written communication skills.
• Demonstrated ability to handle guest escalations calmly and professionally in a fast-paced environment.
• Ability to work a consistent PM schedule, including weekends and holidays.
• Ability to stand, walk, and remain active behind the front desk and across the property for extended periods.

Tools and systems

• Property Management Systems (PMS)
• Opera
• Standard office software

Pay and schedule

• $25.00 per hour
• Work location: In person (onsite)
• Location: Nyack, NY 10960

Benefits

• Dental insurance
• Employee discount
• Flexible spending account
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance