Located within walking distance of Nationwide Arena and the trendy Arena District, Hyatt Regency Columbus redefines the modern hotel experience. We offer 633 renovated guest rooms and spacious suites and 70,000 square feet of flexible meeting space. We are connected to the Greater Columbus Convention Center and steps to the Short North Arts District, ours is the hotel in which to meet and play in downtown Columbus.
Responsible for the daily oversight of the Front Desk, Bell, and Front Drive experience while ensuring seamless coordination between Front Office and Valet operations
This role is focused on the Bellstand and guest service side of the front desk experience
Serves as a liaison between Front Office, Valet, and Guest Services teams to create a cohesive and elevated arrival and departure experience
Supervises Guest Services colleagues including Bell Attendants, Desk Agents, and other front-of-house support roles
Responsible for scheduling, payroll, attendance tracking, coaching conversations, performance documentation, and corrective action within the Guest Services operation
Works closely with Guest Services Leads to ensure operational success, colleague support, and shift execution
Provides hands-on leadership within the lobby and front drive while maintaining strong guest engagement throughout the shift
Assists guests with hotel information, local recommendations, transportation coordination, luggage assistance, and personalized service requests in a concierge-style capacity
Supports Front Office operations and is trained to assist with Front Desk coverage, guest recovery, and operational support during high-volume periods or staffing shortages
Ensures strong communication and operational alignment across all front-of-house departments
Maintains high visibility in the lobby to proactively engage guests and create memorable experiences
Demonstrates strong guest service recovery skills and resolves guest concerns with professionalism and urgency
Assists in coordinating We Care service recovery efforts with other departments, ensuring quick follow up and in-stay engagement is high to resolve guest concerns with urgency and appropriate escalation, assisting in this process for delighters, amenities, vouchers as necessary
Fast-paced environment requiring continuous movement, standing, moderate lifting, and frequent guest interaction
Strong guest service orientation in order to ensure high guest expectations
This highly visible role gives opportunity for casual conversation and has a direct impact on creating the guest experience
Other duties may include processing forms of payment, responding to guest inquiries, and upselling hotel rooms.
Our Values: Empathy | Integrity | Respect | Inclusion | Experimentation | Wellbeing
Previous hotel supervisory experience preferred, ideally within Front Office, Guest Services, Bell, Valet, or Rooms Operations
Strong passion for hospitality and creating elevated guest experiences
Desire to grow into future hotel leadership opportunities
Previous experience leading teams, coaching colleagues, and driving accountability
Strong organizational and administrative skills including scheduling and payroll management
Ability to communicate effectively across multiple departments and operational levels
Refined verbal and written communication skills
Strong customer service orientation and guest recovery capabilities
Capable of standing for long periods of time and performing moderate physical activity
Ability to lift, push, or pull up to 30lbs
Comfortable working in a highly visible, fast-paced environment
Must be able to work a flexible schedule including evenings, weekends, and holidays
A fun, energized, and hands-on leader
Committed to delivering a high level of customer service and colleague support
