Front Desk Supervisor

BENCHMARK; Coral Gables (FL); On-site; USD 35,000 - 50,000; Full time

Job summary

BENCHMARK is seeking a Front Desk Supervisor in Coral Gables, FL, who will lead the Front Office team to deliver exceptional customer service. This role requires flexibility in scheduling, strong communication skills, and experience in hospitality.

Responsibilities include managing lobby traffic, greeting guests, completing registrations, and resolving customer complaints. Ideal candidates should have a high school diploma and prior hotel or resort experience.

The position offers opportunities for personal impact and career growth within a diverse and inclusive environment.

Qualifications

• Must be available to work a flexible schedule including nights, weekends, and holidays.
• Previous hotel or resort experience preferred.
• Ability to stand for the duration of the shift.

Responsibilities

• Provide guidance and leadership to Front Office Clerks.
• Monitor lobby traffic and adjust staffing as needed.
• Resolve customer complications and complaints.

Skills

Computer skills

Excellent verbal communication

Excellent written communication

Customer service orientation

Ability to work in a fast-paced setting

Engaging personality

Education

High school diploma or equivalent

Job description

Position: Front Desk Supervisor

Responsibilities

• The Front Desk Supervisor provides guidance and leadership as the lead Front Office Clerk ensuring consistent quality customer service is delivered.
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Monitor lobby traffic and make staffing adjustments accordingly.
• Greet guests immediately with a friendly and sincere welcome.
• Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate.
• Promote the Pyramid Hotel Group marketing program.
• Make appropriate selection of rooms based on guest needs.
• Non‑verbally confirm the room number and rate.
• Require standing and continual mobility throughout front office area.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks and other forms of payment.
• Convert foreign currency at current posted rates.
• Perform accurate moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear English language.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for hotel guests as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office Staff and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Other attendance in conformance with the standards, which may be established by Pyramid Hotel Group from time to time, is essential to the successful performance.

Qualifications

• Must be available to work a flexible schedule to include nights, weekends and holidays.
• High school diploma or equivalent.
• Previous hotel or resort experience preferred.
• A strong desire to make an impact on other people.
• An 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.
• Pyramid Global Hospitality is an equal opportunity employer.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications, and specific office location. This may differ in other locations due to cost of labor considerations.

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.