PM - Front Desk Supervisor

Pyramid Global Hospitality•Marlborough, MA

29d•$20 - $21•Onsite

About The Position

Embassy Suites by Hilton is looking for a PM Front Desk Supervisor to join our Front Office team! We are seeking a friendly, professional, and dependable leader who enjoys working with people and is committed to providing an exceptional guest experience. The PM Front Desk Supervisor will help oversee the evening operation of the Front Desk, support and coach Front Desk Agents, and ensure our guests receive the warm, efficient service they expect from Embassy Suites.

Requirements

Previous hotel Front Desk experience required.
Strong knowledge of guest service and Front Office operations.
Excellent communication and problem-solving skills.
Ability to remain calm and professional when handling challenging situations.
Strong attention to detail and organizational skills.
Ability to multitask and prioritize in a fast-paced environment.
Comfortable working independently and making decisions when needed.
Must be dependable and have excellent attendance.
Must be available to work weekends.
Ability to work a typical 3:00 PM–11:00 PM schedule.
At least one year in a customer service role with high guest interaction
Ability to solve problems when they arise.
Ability to work in a team environment is a must.
Pleasant and helpful personality.
Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel.
A strong desire to make an impact on other people
An outgoing and engaging personality
Excellent verbal communication skills
Ability to work in a fast-paced setting
Ability to stand for the duration of the shift
Must be available to work various shifts including weekends and holidays

Nice To Haves

Previous supervisory or leadership experience preferred.
Hilton or Embassy Suites experience is a plus.
Hospitality industry experience is a plus.

Responsibilities

Supervise and support Front Desk Agents during the evening shift.
Assist with the daily operation of the Front Desk and ensure smooth evening transitions.
Welcome guests, complete check-ins and check-outs, and assist with guest requests and concerns.
Provide exceptional guest service and resolve issues in a professional and timely manner.
Monitor arrivals, departures, room assignments, and special guest requests.
Assist with handling guest complaints and finding appropriate solutions.
Ensure Front Desk procedures, Hilton standards, and hotel policies are consistently followed.
Support Front Desk Agents with questions, transactions, and challenging guest situations.
Monitor the lobby and Front Desk area to ensure it remains clean, organized, and welcoming.
Assist with cash handling, daily reports, and other Front Office procedures.
Communicate important information and outstanding issues to the appropriate departments and the incoming shift.
Work closely with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure guest needs are met.
Help train, coach, and mentor Front Desk team members.
Lead by example and promote a positive, team-oriented work environment.
Assist the PM Operations Manager with additional responsibilities as needed.