Front Desk Supervisor

BENCHMARK; Tacoma (WA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) Plan

PTO & Holidays

Employee Room Rate Discounts

Sick Time Policy

Job summary

Hotel Murano, part of Pyramid Global Hospitality in Tacoma, seeks a Front Desk Supervisor to lead the front desk team and deliver exceptional guest service. You will check guests in, handle requests, and support a seamless operation in a vibrant, world-class hotel environment.

Ideal candidates bring hospitality experience, strong communication skills, and a customer-first mindset. This role offers a dynamic work setting with opportunities for professional growth within a renowned portfolio.

Qualifications

• High school diploma or equivalent required.
• Previous hotel or resort experience preferred.
• Must be available to work nights, weekends and holidays.

Responsibilities

• Check guests in, ensuring proper credit is received, special requests are noted and fulfilled.
• Provide exceptional customer service by engaging with guests and showing sincere interest.
• Supervise daily shift, ensuring all team members follow standard operating procedures.
• Train, direct, and coach the front desk team to ensure quality operation.
• Maintain house bank and post procedures; assist other departments as needed.

Skills

Customer service

Team leadership

Communication

Computer skills

Flexible schedule

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:

Welcome to Hotel Murano, nestled in the heart of Tacoma. Proudly part of the Pyramid Global Hospitality portfolio. With 319 well-appointed guest rooms and an impressive 30,000 sq ft of meeting space spread across 19 versatile rooms, Hotel Murano isn't just a place to stay—it's a dynamic space that blends luxury with career opportunities. In the vibrant city of Tacoma, Hotel Murano reflects the work culture fostered by Pyramid Global Hospitality, where professional growth and seizing opportunities are at the forefront. As a member of the Pyramid Global team, you'll enjoy benefits such as a 401k with a company match and recognition programs designed to celebrate your achievements. Join us at Hotel Murano, where your role extends beyond the conventional 9-to-5. It's about being part of a professional team that understands Tacoma's unique energy while supporting your individual career journey. Your pathway to a fulfilling career in the Pacific Northwest begins here. Welcome to a professional environment within Pyramid Global Hospitality that encourages your personal and professional development!

For Full-Time (Non-Union) Associates, we offer:

• Medical, Dental, Vision, Disability, & Life Insurance
• 401(k) Plan
• PTO
• 14 days for first 3 years
• Holidays
• 7 paid holidays and 2 floating holidays
• Employee Room Rate Discounts

For Part-Time Associates, we offer:

• 401(k) Plan
• Sick Time: Accrue 1 hour for every 30 hours worked
• Employee Room Rate Discounts

For Union Associates

• Vacation
• 1 week after 1 year of service
• 2 weeks after 2 years of service
• 3 weeks after 7 years of service
• 4 weeks after 15 years of service
• Holidays
• Union positions 6 Paid Holidays and 1 personal day
• 401(k) Plan
• Sick Time
• Accrue 1 hour for every 40 hours worked
• Employee Room Rate discounts

Join us and experience a workplace that values your success, health, and happiness—every step of the way.

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 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: $26.00 - $26.00

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.

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.