Job Details

Overview

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

At Alila Napa Valley, where luxury and service go hand-in-hand to create an unforgettable experience for our guests we are currently searching for a Front Office Supervisor. As a Front Office Supervisor, you will oversee the front office operations, ensuring exceptional service from check-in to check-out. You will lead and mentor front office and guest services staff, maintain smooth communication between departments, and ensure a seamless guest experience. Your role is pivotal in shaping the guest experience and supporting the team in delivering personalized, high-end hospitality.

Why Work With Us:

• Competitive salary and benefits package
• Paid time off from date of hire
• Medical, dental, and vision insurance
• 12 free nights at Hyatt hotels worldwide colleague rates
• $1,000 annual wellness/education reimbursement
• A unique opportunity to lead in a Forbes-rated luxury setting with a close-knit, passionate

Be part of a team committed to delivering personalized, elevated service in one of Napa Valley's most serene and sophisticated destinations. Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it is career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Responsibilities

• Supervise and support front office and bell/valet team members, including training, coaching, and scheduling to ensure consistent, high-quality service.
• Oversees the Front Office operations and acts as the Manager on Duty in the hotel when Senior managers are not available.
• Greet guests warmly upon arrival, ensuring a smooth, welcoming check-in experience, and support resort policies and procedures.
• Handle guest check-ins, check-outs, and special requests efficiently, ensuring all information is processed accurately.
• Provide guests with accurate information about resort amenities, services, local attractions, dining options, and other inquiries in a professional and approachable manner.
• Act as the primary point of escalation for guest complaints or concerns from all areas of the hotel, resolving issues promptly and professionally to enhance the guest experience.
• Monitor Front Office operations to ensure all processes run smoothly, including billing, room assignments, and guest communication.
• Coordinate closely with other departments to ensure guest requests are addressed promptly and effectively.
• Oversee telephone and email inquiries, ensuring messages are relayed efficiently and requests are fulfilled.
• Maintain a clean, organized, and welcoming area in both front and back of house at all times.
• Ensure the team follows safety, security, and resort protocols, including cash handling and confidential information.
• Prepare and maintain reports on daily operations, guest satisfaction, and staff performance.
• Conduct and support regular team meetings to communicate updates, provide feedback, and foster a positive, collaborative work environment.
• Assist with recruitment, onboarding, training, and performance evaluations of colleagues.
• Monitor inventory of supplies and uniforms, placing orders as necessary.
• Be flexible with scheduling and able to work mornings, evenings, weekends, and holidays as required.
• View our Virtual Reality Experience to spend a ‘day in the life' of a hospitality professional at a full-service hotel.

Qualifications

• At least 2 years of experience in a hospitality (preferably front office) supervisory role.
• Strong knowledge of hotel systems and software; PBX or telephone system experience preferred.
• Excellent verbal and written communication skills with the ability to engage with guests and lead a team effectively.
• Proven ability to multi-task and manage various duties in a fast-paced, high-pressure environment.
• Exceptional organizational skills and attention to detail.
• Ability to maintain a professional, friendly, and positive attitude at all times.
• Strong problem-solving skills, with the ability to handle guest complaints or issues with grace and professionalism.
• Ability to work independently and as part of a team, leading by example.

Physical Requirements

• Ability to stand for extended periods and move throughout the property.
• Capable of lifting, pushing, or pulling up to 25 pounds as needed.
• Frequent use of computer systems, phones, and standard office equipment.
• Must be able to work indoors in a front‑of‑house environment with constant guest interaction.