Front Desk Supervisor — Elevate Guest Experience

Pyramid Global Hospitality; Cambridge (MA); On-site; USD 41,000 - 45,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Front Desk Supervisor for The Kendall Hotel in Cambridge, MA. The role leads the front desk team, ensures exceptional guest service, and coordinates with housekeeping and maintenance to deliver a seamless experience.

You will check guests in, handle requests, and resolve issues to WOW guests. Proficiency with OPERA Cloud and MS Office is preferred, with flexibility for weekends and holidays. Join a historic property team dedicated to service excellence.

Qualifications

• Experience with OPERA Cloud preferred.
• Willingness to work flexible hours, including weekends and holidays.
• Strong organizational and analytical skills with ability to multi-task in a fast-paced environment.
• Demonstrated teamwork and excellent interpersonal skills.

Responsibilities

• Lead the Front Desk team as Front Desk Supervisor and model professional behavior.
• Provide exceptional guest service with engagement and genuine care.
• Check guests in/out, record credits, and note special requests accurately.
• Resolve issues and WOW guests through proactive recovery when needed.
• Supervise daily shift processes and ensure SOP adherence.
• Pre-assign rooms, including VIPs and special packages.
• Coordinate with Maintenance and Housekeeping to manage the day.
• Train, coach, and mentor front desk staff to maintain quality operations.
• Maintain inventory and report needs to the operations manager.
• Train new Front Desk Agents to deliver great service.
• Promote and sell hotel programs and services.
• Interact professionally with hotel/resort staff and other departments.
• Know emergency procedures and keep policies updated.
• Communicate key information to the on-duty manager.
• Follow posting, deposits, and refunds procedures.
• Assist other departments as needed.
• Monitor third-party platforms and manage guest communications.
• Review open folios and settle outstanding charges before checkout.
• Lead by example with professional appearance and attitude.
• Document important information in shift reports and handovers.

Skills

Flexibility

Team player

Customer service

Multitasking

Tools

OPERA Cloud

MS Office

Job description

Pyramid Global Hospitality is seeking a Front Desk Supervisor for The Kendall Hotel in Cambridge, MA. The role leads the front desk team, ensures exceptional guest service, and coordinates with housekeeping and maintenance to deliver a seamless experience.

You will check guests in, handle requests, and resolve issues to WOW guests. Proficiency with OPERA Cloud and MS Office is preferred, with flexibility for weekends and holidays. Join a historic property team dedicated to service excellence.