Front Desk Supervisor

Marcus Corporation • Pittsburgh, PA

23h • Onsite

About The Position

At Kimpton Hotel Monaco Pittsburgh, we invite you to be part of a workplace where individuality is celebrated, personal growth is empowered, and every moment matters. Our culture is built on the values of Be Yourself, Lead Yourself, Make It Count, creating a vibrant, inclusive environment for passionate hospitality professionals. Housed in the historic James H. Reed building originally built in 1903, our 248-room boutique hotel seamlessly blends old-world architecture with bold, whimsical interiors. Located in a city undergoing a creative revival, the Kimpton Hotel Monaco stands out as Pittsburgh’s fearless answer to boutique hospitality. If you're ready to bring your unique personality and creativity to a team that values genuine guest connections, we’d love to welcome you aboard. What will you be doing? Lead all aspects of all Front Office operations by setting and maintaining a high level of guest service. Provide timely and courteous service to all guests, encouraging them to return again to generate repeat business. Assist guests upon check-in and provide great service throughout their stay. Ensure all functions are carried out to maintain an environment of collaboration. Meet with staff to get any pertinent information at the start of shift and review the Front Desk logbook. Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is accurate, assess whether any guest relocation will be necessary. Make sure all shifts are covered as scheduled, cover as necessary. Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures. Ensure the completion of the desk agents' AM/PM checklist. Handle guest situations as they arise in a calm and professional manner. Be an expert in all employee duties to ensure you are "leading by example" in all that you do. Maintain professional contact via telephone with all other hotel departments. Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc. Maintain cleanliness, organization of back office, front desk, and front desk closet, as well as inventory of office supplies. Counsel and coach employees when necessary, using accurate documentation and techniques. Ensure all employees complete their duties before departing, that they are posted at their stations on time. Accountable for training and daily monitoring of all service levels, as well as making sure all team members are following grooming and uniform standards. Accountable for meeting or coming in under payroll and expense budgets.

Requirements

• 2 years of related experience in hospitality or similar industry.
• High School Diploma is preferred.
• Flexible schedule, able to work evenings, weekends, and holidays when needed.

Responsibilities

• Lead all aspects of all Front Office operations by setting and maintaining a high level of guest service.
• Provide timely and courteous service to all guests, encouraging them to return again to generate repeat business.
• Assist guests upon check-in and provide great service throughout their stay.
• Ensure all functions are carried out to maintain an environment of collaboration.
• Meet with staff to get any pertinent information at the start of shift and review the Front Desk logbook.
• Review all arrivals and departures noting any special requests, challenges, and to ensure that billing is accurate, assess whether any guest relocation will be necessary.
• Make sure all shifts are covered as scheduled, cover as necessary.
• Follow established key control policy, credit policies, and be knowledgeable of all fire and emergency procedures.
• Ensure the completion of the desk agents' AM/PM checklist.
• Handle guest situations as they arise in a calm and professional manner.
• Be an expert in all employee duties to ensure you are "leading by example" in all that you do.
• Maintain professional contact via telephone with all other hotel departments.
• Ensure accuracy of groups, rooming lists, billing, amenities, arrivals, etc.
• Maintain cleanliness, organization of back office, front desk, and front desk closet, as well as inventory of office supplies.
• Counsel and coach employees when necessary, using accurate documentation and techniques.
• Ensure all employees complete their duties before departing, that they are posted at their stations on time.
• Accountable for training and daily monitoring of all service levels, as well as making sure all team members are following grooming and uniform standards.
• Accountable for meeting or coming in under payroll and expense budgets.

Benefits

• Room discounts at Marcus Hotels & Resorts and IHG-branded properties
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing, and spa
• “Two for one” movie theater coupons at Marcus Theatres
• Ability to grow your career and transfer from one property to another
• Paid time off
• Flexible scheduling
• Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program offer, and 401k with employer match
• And more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees