Hotel Front Desk Supervisor

About the role

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe.

Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services.

With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

Position Summary

The Front Office Supervisor is responsible for overseeing the daily operations of the front office, ensuring exceptional guest service and efficient check-in and check-out processes. This role includes supervising front office staff, managing guest inquiries, and supporting the Front Office Manager in maintaining high standards of service and operational efficiency, in addition, may act as the MOD during evening hours.

The ideal candidate has a proven record of being a team player, is open to learning and leading by example, and understands the importance of punctuality and dependability to successfully support the team.

Scheduling: This position requires open availability to work any shift, any day, both AM and PM, with no scheduling restrictions, various days of the week and weekends. Schedules change weekly based on business demands.

Specifically, this role is primarily responsible for hotel front office supervisor functions include but are not limited to:

• Actively support Front Office Manager, along with other Front Office leaders, with day-to-day operations, and help identify areas for improvement as needed.
• Knowledgeable of providing guest room information, hotel information, special events happening at the hotel, and the area, to guests in real time.
• Supervise front office operations, ensuring team members follow the required best practices and exceed brand standards, providing training, support, and encouragement.
• Lead by example, providing exceptional customer service always, in a positive and professional manner, by engaging in and taking a sincere interest in all guests.
• Facilitate efficient check-in and check-out processes, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
• Stepping in to assist when needed and help to resolve problems and "WOW" guests through service recovery when things aren't quite right.

This list is not all inclusive, additional job functions will be shared during interviews.

Supportive Functions: The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift to meet business demands. All associates are expected to perform any other duties as requested by management to support other departments and/or operational requirements.

What are we looking for?

• Minimum 1 year of hotel front office operations experience, with a least 6 months in a supervisor or management role; preferably in a full-service luxury hotel.
• Advanced understanding of guest services skills and behaviors.
• Strong organizational and interpersonal skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.
• Strong communication skills with ability to communicate effectively in the English language, both verbally and in writing.
• Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.
• Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
• Able to be effective in identifying issues where services may be falling short in guest needs, providing thoughtful guidance and solutions as they arise.
• Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.
• Positions self to raise, lower, and extend arms to perform essential job functions.
• Ability to lift and carry up to 15 lbs. regularly.
• Knowledge and experience using Microsoft Office Suite Products.
• Familiar with property management software.
• Able to identify and respond quickly to safety concerns and emergency situations.

Compensation

• Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.