Front Desk Supervisor
Pyramid Global Hospitality•Newton, MA
•Onsite
About The Position
Pyramid Global Hospitality is hiring a Front Desk Supervisor for Boston Marriott Newton, a 430-room hotel in Newton, Massachusetts. The supervisor supports the Front Desk team and helps provide engaging, exceptional guest service. The role involves overseeing daily shift operations, coaching and training team members, coordinating with other departments, and addressing guest concerns. The position requires a flexible schedule that may include nights, weekends, and holidays, and the ability to stand for the duration of a shift.
Requirements
- High school diploma or equivalent.
- Must be available to work a flexible schedule, including nights, weekends, and holidays.
- Outgoing and engaging personality.
- Computer skills.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced setting.
- Ability to stand for the duration of the shift.
- Strong desire to make an impact on other people.
Nice To Haves
- Previous hotel or resort experience is preferred.
Responsibilities
- Provide engaging, exceptional customer service and take a sincere interest in guests.
- Check guests in, confirm proper credit, note and fulfill special requests, and establish accurate guest information.
- Resolve guest problems and provide service recovery.
- Supervise daily shift processes and ensure team members follow standard operating procedures.
- Pre-assign hotel rooms, including for VIPs, repeat guests, packages, and special requests.
- Coordinate with Maintenance and Housekeeping teams.
- Train, direct, coach, and counsel Front Desk team members; resolve issues and problems.
- Train new Front Desk Agents to provide exceptional customer service.
- Maintain the Sundries shop, including inventory and ordering as necessary.
- Promote and sell special hotel programs.
- Interact professionally with hotel staff and assist other departments with necessary information.
- Know and follow emergency procedures and policies.
- Maintain the house bank.
- Communicate pertinent information to the manager on duty.
- Follow procedures for posting, charges, check cashing, safe deposits, and refunds.
- Assist other departments as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
