Front Desk Supervisor: Guest Experience Leader

Pyramid Burlington Management; Boston (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

Boston Marriott Newton, part of Pyramid Global Hospitality, is seeking a Front Desk Supervisor to lead the guest services team and ensure smooth check-in/out and exceptional service.

You will supervise shift operations, train front desk agents, handle VIP arrivals, and coordinate with maintenance and housekeeping to deliver a seamless guest experience. This on-site role offers growth in a collaborative hotel team.

Responsibilities

• 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 postin

Job description

Boston Marriott Newton, part of Pyramid Global Hospitality, is seeking a Front Desk Supervisor to lead the guest services team and ensure smooth check-in/out and exceptional service.

You will supervise shift operations, train front desk agents, handle VIP arrivals, and coordinate with maintenance and housekeeping to deliver a seamless guest experience. This on-site role offers growth in a collaborative hotel team.