Front Desk Supervisor

Pyramid Global Hospitality • Newton, MA

4d • Onsite

About The Position

Pyramid Global Hospitality is hiring a Front Desk Supervisor for Boston Marriott Newton in Newton, Massachusetts. The supervisor supports the Front Desk team by delivering exceptional, engaging guest service and helping create memorable guest experiences. The role oversees daily shift operations, ensures team members follow standard operating procedures, and coordinates with Maintenance and Housekeeping. It also includes training, directing, coaching, and counseling front desk team members; handling guest requests and service recovery; and supporting hotel operations and other departments as needed.

Requirements

• High school diploma or equivalent.
• Must be available to work a flexible schedule, including nights, weekends, and holidays.
• 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.
• Outgoing and engaging personality.

Nice To Haves

• Previous hotel or resort experience.

Responsibilities

• Provide engaging, sincere customer service and help guests have a memorable experience.
• Check guests in, ensuring proper credit, noting and fulfilling special requests, and establishing accurate information.
• Resolve guest problems and provide service recovery.
• Supervise daily shift processes and ensure team members adhere to standard operating procedures.
• Pre-assign hotel rooms, including rooms for VIPs, repeat guests, packages, and special requests.
• Coordinate daily operations with Maintenance and Housekeeping.
• Train, direct, coach, and counsel front desk team members, and help resolve issues.
• 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.
• Maintain knowledge of 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED