Front Desk Supervisor

Pyramid Global Hospitality; Puerto Rico; On-site; USD 32,000 - 42,000; Full time

Job summary

Pyramid Global Hospitality, a premier hospitality group, seeks a Front Desk Agent at Hyatt Regency Grand Reserve Puerto Rico to deliver outstanding guest experiences. You will check guests in, handle requests, and coordinate with maintenance and housekeeping to ensure smooth operations.

Ideal candidates are fluent in English and Spanish, able to thrive in a fast-paced setting, and committed to professional service. Flexible scheduling including nights and weekends is required.

Qualifications

• High school diploma or equivalent required.
• Previous hotel or resort experience preferred.
• Fluent in English and Spanish with strong communication skills.
• Ability to work in a fast-paced environment.
• Must be able to stand for long periods and work flexible hours (nights/weekends/holidays).

Responsibilities

• Check guests in with attention to accuracy and special requests.
• Provide exceptional guest service and resolve issues to wow guests.
• Maintain accurate room status and optimize occupancy.
• Supervise front desk shifts and ensure SOP adherence.
• Train and guide new front desk agents for consistent service quality.
• Promote and sell hotel programs and services.

Skills

Fluent in English and Spanish

Excellent verbal and written коммуника

Computer skills

Education

High school diploma or equivalent

Tools

Computer skills

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

Welcome to Hyatt Regency Grand Reserve Puerto Rico, a premier resort in the Pyramid Global Hospitality portfolio, located in the breathtaking setting on the oceanfront coast of Rio Grande. Featuring 579 guest rooms and over 36,918 sq ft of meeting space, this award‑winning property, recognized as one of the top five resorts in Puerto Rico by Travel + Leisure's World's Best Awards, offers a truly dynamic environment for hospitality professionals.

At Hyatt Regency Grand Reserve Puerto Rico, we are committed to delivering exceptional service and creating memorable experiences for our guests. As a member of our team, you'll have the opportunity to work in a supportive and engaging environment surrounded by the natural beauty of El Yunque rainforest and the island's stunning coastline. From an expansive lagoon‑style pool to a nearby 27‑hole Tom Kite‑designed golf course and a full‑service rainforest spa, this property offers a unique and inspiring setting to grow your career.

We offer a wide range of opportunities across multiple departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Whether you're just beginning your hospitality journey or looking to take the next step, you'll find opportunities for growth at every level.

Joining our team means becoming part of a close‑knit community that values teamwork, professionalism, and a passion for service. We provide comprehensive training and development programs to help our associates succeed. If you're passionate about hospitality and ready to be part of a people‑first culture, we invite you to explore opportunities at Hyatt Regency Grand Reserve Puerto Rico.

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.
• Keeps the room inventory constantly updated in all its statuses to facilitate efficient assignment by the Front Office Manager, avoiding delays or errors and optimizing occupancy.
• 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.
• Training all new 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.
• 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

• 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
• Fluent in English and Spanish
• Excellent verbal and written communication skills
• Ability to work in a fast‑paced setting
• Ability to stand for the duration of the shift
• Must be available to work a flexible schedule to include nights, weekends and holidays

Compensation

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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.