Front Desk Supervisor

Pyramid Burlington Management; Minneapolis (MN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Pet discount

Job summary

Rand Tower, Minneapolis, a Tribute Portfolio Hotel, seeks a Front Desk Supervisor to lead our front desk team. You will engage guests with warmth, manage check-ins, and ensure accurate guest data and special requests are handled with care.

The role requires a flexible schedule including nights, weekends and holidays, plus previous hospitality experience, strong communication and a service-driven mindset. Join a growing world-class property and help us WOW every guest.

Qualifications

• Must be available to work a flexible schedule including 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.

Responsibilities

• Help guests discover their Wanderlust experience.
• Provide exceptional customer service by being engaging and taking sincere interest.
• Check guests in, ensuring proper credit is received and requests are fulfilled.
• Resolve problems and wow guests through recovery when things aren’t right.
• Supervise daily shift processes and ensure SOPs are followed.
• Pre-assign rooms, including VIPs, repeat guests, packages, and special requests.
• Coordinate with Maintenance and Housekeeping to manage daily operations.
• Train and coach front desk team to ensure quality operation.
• Maintain Sundries shop and inventory; assist with ordering.
• Train all new Front Desk Agents to provide exceptional service.
• Promote and sell special hotel programs.
• Interact with hotel staff professionally and assist other departments as needed.
• Know emergency procedures and policies.
• Communicate information to the on-duty manager.
• Follow procedures on posting, charges, deposits, refunds.
• Support other departments as needed.

Skills

Customer service experience

Flexible schedule

Excellent communication

Computer skills

Fast-paced environment

Education

High school diploma or equivalent

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels , a collection of distinctive independent properties; Axiom Hospitality , our European hotel management company; and PYRAMIDWORKS , which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About our property:

At Rand Tower, Minneapolis, a Tribute Portfolio Hotel, we consistently rise above the competition. We are an Employer of Choice-we understand that the care of our team members is as important as the service we provide to our guests and the communities around us. If you have a genuine passion for hospitality, come and join our team. You will have an important role in the delivery of outstanding service and memorable experiences for each guest. You will have fun, learn and be part of a successful journey at a growing company. Find out today what a career at the Rand Tower Hotel with Pyramid Global Hospitality can mean for you!

What you will have an opportunity to do:

We are looking for a highly motivated individual to join our Front Desk team as Front Desk Supervisor. The successful candidate has a proven record of being a team player, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.

If you have experience in customer service, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to "WOW" people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role:

• Help guests discover their "Wanderlust" experience
• Provide exceptional customer service by being engaging and taking sincere interest
• Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
• Help to resolve problems and "WOW" guests through recovery when things aren't quite right
• Supervise daily shift process ensuring all team members adhere to standard operating procedures
• Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests
• Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
• Maintain the Sundries shop, keeping up with inventory and ordering as necessary
• Training all new Front Desk Agents to provide exceptional customer service
• Promote and sell special hotel programs
• Interact with hotel staff in a professional manner, assisting other departments with necessary information
• Be knowledgeable of all emergency procedures and policies
• Communicate all pertinent information to manager on duty
• Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
• Assist other departments as needed

What are we looking for?

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

Benefits Info:

• We offer a comprehensive full-time benefits package consisting of medical, dental, vision, pet discoun