Front Office Supervisor

Hyatt Select Kingston | Kingston, Ontario

Department: Front Office / Guest Services
Reports To: General Manager
Employment Type: Full-Time

What’s the Job?

At Hyatt Select Kingston, we believe exceptional hospitality begins the moment a guest walks through our doors.

As our Front Office Supervisor, you will play a key role in delivering a welcoming, productive, and memorable guest experience. You will oversee the daily operations of the front desk, support and develop our guest services team, and ensure that every guest receives the high level of service expected from Hyatt.

This is a hands-on leadership position suited to someone who enjoys working directly with guests, leading a team, solving problems, and taking ownership of the hotel’s front office operations.

You will work closely with the General Manager to maintain brand standards, maximize guest satisfaction, support revenue growth, and ensure smooth hotel operations.

Your Day-to-Day Responsibilities

Guest Experience & Service Excellence

- Lead the front office team in delivering friendly, professional, and personalized guest service.
- Ensure efficient and accurate guest check-in and check-out procedures.
- Welcome guests, recognize returning guests and loyalty members, and create a positive first impression.
- Handle guest concerns and complaints promptly, professionally, and with a focus on effective resolution.
- Monitor guest feedback, online reviews, and satisfaction scores, implementing improvements where required.
- Ensure compliance with Hyatt brand standards, service expectations, and operating procedures.
- Conduct regular inspections of the lobby, front desk, and public areas to maintain cleanliness, presentation, and guest readiness.
- Coordinate with housekeeping and maintenance to ensure guest requests and operational issues are addressed promptly.

Team Leadership & Development

- Supervise daily front desk operations and provide guidance and support to Guest Service Representatives.
- Assist with preparing staff schedules based on occupancy forecasts and operational requirements.
- Train new employees on hotel procedures, property management systems, guest service standards, and safety protocols.
- Provide ongoing coaching, performance feedback, and development opportunities.
- Ensure proper shift handovers, communication logs, and follow-up on outstanding guest or operational matters.
- Promote a positive, professional, and accountable team setting.
- Assist the General Manager with performance management and maintaining appropriate staffing levels.

Front Office Operations

- Oversee reservations, room assignments, guest registration, billing, and payment processing.
- Ensure accurate management of room inventory, availability, and guest requests.
- Monitor arrivals, departures, VIP guests, group reservations, and special requests.
- Ensure front desk procedures, cash handling, credit card processing, and guest information security are followed.




- Oversee the night audit process and ensure accurate daily financial reporting.
- Manage telephone operations, guest communications, and proper call handling.
- Maintain accurate records, shift reports, and operational documentation.
- Ensure effective communication between the front desk, housekeeping, maintenance, and management.
- Act as Manager on Duty when assigned, taking responsibility for guest issues and operational decisions.

Revenue Management & Financial Performance

- Support the General Manager in achieving occupancy, Average Daily Rate (ADR), and revenue targets.
- Encourage front desk upselling, room upgrades, and direct booking opportunities.
- Monitor room availability and assist with managing walk-in reservations and last-minute bookings.
- Ensure proper application of room rates, discounts, cancellation policies, and payment procedures.
- Monitor labour costs, overtime, and departmental expenses.
- Review daily financial transactions, guest accounts, and outstanding balances to minimize errors and revenue loss.
- Assist in identifying opportunities to improve operational efficiency and profitability.

Safety, Security & Brand Compliance

- Ensure compliance with Hyatt operating standards, hotel policies, and applicable Ontario regulations.
- Train front desk employees on emergency response procedures, fire safety, guest security, and incident reporting.
- Maintain guest privacy and confidentiality while ensuring secure handling of personal and payment information.
- Ensure proper key control, access management, and guest identification procedures.
- Respond appropriately to emergencies and coordinate with management and emergency services when necessary.
- Maintain accurate incident reports and ensure proper follow-up.
- Assist with brand inspections, quality assurance reviews, and operational audits.

What We Need From You

Qualifications & Experience

- Minimum 2–3 years of experience in hotel front office or guest services operations.
- Previous supervisory or team leadership experience in a hotel environment preferred.
- Diploma or degree in Hospitality Management, Business Administration, or a related field is an asset.
- Experience with hotel Property Management Systems (PMS) and reservation platforms.
- Previous experience with Hyatt or another major international hotel brand is an asset.
- Strong understanding of front desk operations, guest service standards, and hotel financial procedures.
- Excellent verbal and written communication skills in English.
- Additional languages are an asset.
- Ability to work flexible hours, including evenings, weekends, and holidays.





Skills & Personal Attributes

- Strong leadership, coaching, and interpersonal skills.
- A genuine passion for hospitality and delivering excellent guest experiences.
- Ability to multitask and remain organized in a fast-paced environment.
- Strong problem-solving skills and sound judgment when handling guest concerns.
- Detail-oriented with a focus on accuracy, accountability, and operational efficiency.
- Comfortable working independently and making decisions when management is not on site.
- Positive attitude, professional appearance, and willingness to lead by example.
- Proactive approach to identifying problems and implementing solutions.

What Success Looks Like

As Front Office Supervisor, your success will be measured by your ability to:

- Consistently deliver exceptional guest satisfaction and positive guest feedback.
- Maintain a well-trained, motivated, and dependable front desk team.
- Ensure accurate and efficient front office operations across all shifts.
- Minimize guest complaints, billing errors, and operational deficiencies.
- Support occupancy, ADR, and direct booking performance.
- Maintain Hyatt brand standards and a safe, welcoming hotel environment.
- Demonstrate initiative, ownership, and effective leadership in daily hotel operations.

Join Our Team

Hyatt Select Kingston offers an opportunity to be part of a newly converted Hyatt-branded hotel and contribute to building a strong service culture from the ground up.

We are looking for a motivated hospitality professional who takes pride in delivering outstanding guest service, supporting their team, and helping the hotel succeed.

If you are passionate about hospitality, enjoy leading people, and thrive in a guest-focused environment, we would love to hear from you.

Hyatt Select Kingston is committed to providing an inclusive workplace and equal employment opportunities. Accommodations are available during the recruitment process upon request.

My recommendation for your Kingston property

For a 74-room hotel, I would structure this as a working Front Office Supervisor, rather than a purely administrative position. The successful candidate should be expected to cover front desk shifts while also supervising staff, reviewing guest feedback, managing daily operational issues, and supporting the General Manager.

I would also consider setting the following performance expectations:

KPI

Suggested target

Guest satisfaction

Meet or exceed Hyatt brand targets

Guest complaint follow-up

Within 24 hours

Front desk training

100% completion

Night audit accuracy

Daily reconciliation

Labour management

Within approved budget

Upselling

Monthly tracked performance

This would give you a practical position description for recruitment on Indeed or other job boards, while also establishing clear accountability once the employee starts.

Job Types: Full-time, Permanent

Pay: From $45,000.00 per year

Benefits:

- Paid time off

Work Location: In person

📌 Front Office Supervisor (Kingston)
🏢 Hyatt Select Kingston
📍 Kingston