Front Desk Supervisor

Pyramid Commonwealth Management LLC; Newton (MA); On-site; USD 32,000 - 45,000; Full time

Job summary

Boston Marriott Newton, part of Pyramid Global Hospitality, invites applications for a front desk/guest services role. The property features 430 guest rooms and 34,090 sq ft of versatile meeting space, offering a dynamic work environment aligned with service excellence.

Join a team focused on growth, collaboration, and delivering outstanding guest experiences. Roles span guest services, F&B, housekeeping, sales, and more, with comprehensive training and development opportunities.

Qualifications

• High school diploma or equivalent.
• Previous hotel or resort experience preferred.
• Excellent verbal and written communication skills.
• Computer skills.
• Ability to work in a fast-paced setting.
• Outgoing and engaging personality.

Responsibilities

• Check guests in, ensuring proper credit is received, special requests are noted and accurate information is established.
• Resolve problems and WOW guests through recovery when things aren’t quite right.
• Supervise daily shift processes and coordinate with Maintenance and Housekeeping teams.
• Train, direct the work of, resolve issues and coach front desk team members.
• Maintain the Sundries shop and manage inventory and ordering.
• Promote and sell special hotel programs and assist other departments as needed.

Skills

Excellent communication

Computer skills

Customer service

Teamwork

Education

High school diploma or equivalent

Job description

About Pyramid Global Hospitality

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

Welcome to Boston Marriott Newton, a premier property within the Pyramid Global Hospitality portfolio. Located along the scenic banks of the Charles River in Newton, Massachusetts, our hotel features 430 well‑appointed guest rooms and an expansive 34,090 sq ft of versatile meeting space, offering a dynamic work environment that combines comfort with functionality. At Boston Marriott Newton, we are dedicated to providing exceptional service and fostering a supportive work culture that prioritizes growth and development. Our team members have the opportunity to thrive in a collaborative atmosphere, working alongside professionals who share a commitment to excellence. We offer a variety of roles across departments such as guest services, food and beverage, housekeeping, sales and marketing, and more. Joining our team means becoming part of a community that values teamwork, professionalism, and a passion for delivering outstanding experiences. With comprehensive training programs and a focus on personal development, we equip our employees with the tools they need to succeed.

What you will have an opportunity to do

• 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 Front Desk Agents to provide exceptional customer service Promote and sell special hotel programs Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information
• Be knowledgeable of all emergency procedures and policies Maintain house bank 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

Compensation

$28.00 - $28.00

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