Front Desk Supervisor

Pyramid Burlington Management; United States; On-site; USD 36,000 - 54,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Front Desk Supervisor for Cambria Hotel Philadelphia Downtown Center City. Join a dynamic team delivering exceptional service in a modern hotel setting and help drive guest satisfaction across a busy Center City property.

Responsibilities include check-ins, guest recovery, shift supervision, staff training, room pre-assignments, and collaboration with maintenance and housekeeping. This is a hands-on supervisory role in a vibrant hospitality environment.

Qualifications

• Flexible schedule including nights, weekends and holidays.
• Proven ability to deliver excellent guest service.
• Strong communication and computer skills.

Responsibilities

• Help guests discover their Wanderlust experience.
• Provide engaging, sincere guest service and address needs.
• Check guests in, note special requests and ensure accurate information.
• Resolve issues and WOW guests through proactive recovery.
• Supervise daily shift processes and enforce SOPs.
• Pre-assign rooms, including VIPs and special requests.
• Coordinate with Maintenance and Housekeeping teams.
• Train and coach front desk staff to ensure quality operations.
• Maintain Sundries shop inventory and ordering.
• Train new Front Desk Agents to deliver exceptional service.
• Promote and sell special hotel programs.
• Interact professionally with other hotel staff and departments.
• Be knowledgeable of emergency procedures and policies.
• Maintain house bank and report to manager on duty.
• Follow posting, charges, refunds procedures and refunds.
• Assist other departments as needed.

Skills

Flexible schedule

Excellent verbal and written comms

Outgoing personality

Computer skills

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 Cambria Hotel Philadelphia Downtown Center City, a distinguished property within the Pyramid Global Hospitality portfolio. Situated in the heart of Philadelphia's vibrant Center City, this modern hotel offers 223 stylish guest rooms and 2,200 sq. ft. of versatile meeting space, making it an ideal setting for business gatherings, special events, and exceptional hospitality experiences. At Cambria Hotel Philadelphia Downtown Center City, team members have the chance to be part of a dynamic hospitality environment where creativity, dedication, and excellence are valued. If you're passionate about delivering outstanding service and eager to grow your career in a supportive, people-first culture, discover the exciting opportunities waiting for you at Cambria Hotel Philadelphia Downtown Center City.

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/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 sk