Front Desk Supervisor

Pyramid Global Hospitality•Minneapolis, MN

5d•Onsite

About The Position

Pyramid Global Hospitality is hiring a Front Desk Supervisor for Rand Tower, Minneapolis, a Tribute Portfolio Hotel. The supervisor supports the Front Desk team and helps deliver exceptional guest service and memorable experiences. The role calls for a team player who is willing to learn, lead by example, support colleagues, and respond professionally and courteously to guests and team members. The Front Desk Supervisor oversees daily shift operations, coaches and trains front desk staff, coordinates with Maintenance and Housekeeping, and helps resolve guest concerns. The role also includes check-in and room-assignment tasks, maintaining the Sundries shop, promoting hotel programs, following cash-handling and posting procedures, and assisting other departments as needed.

Requirements

Availability to work a flexible schedule that includes nights, weekends, and holidays.
High school diploma or equivalent.
A strong desire to make an impact on other people.
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.

Nice To Haves

Previous hotel or resort experience.
Experience in customer service.

Responsibilities

Help guests discover their “Wanderlust” experience and provide exceptional, engaging customer service.
Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
Resolve problems and provide guest recovery when things are not right.
Supervise daily shift processes and ensure team members adhere to standard operating procedures.
Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests.
Coordinate with Maintenance and Housekeeping to communicate and organize the day.
Train, direct, coach, and counsel front desk team members, and resolve issues to ensure quality operations.
Maintain the Sundries shop, including monitoring inventory and ordering as necessary.
Train new Front Desk Agents to provide exceptional customer service.
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.
Communicate pertinent information to the manager on duty.
Follow procedures for posting, charges, check cashing, safe deposits, and refunds.
Assist other departments as needed.