Front Desk Supervisor | Guest Experience Leader

Pyramid Global Hospitality; Boston (MA); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

401K plan

Bonuses

Travel perks

Professional development

Job summary

Residence Inn by Marriott Boston Woburn, operated by Pyramid Global Hospitality, seeks a Front Desk Supervisor to lead a hospitality-focused team and deliver outstanding guest service.

You will manage check-ins, handle guest requests, and collaborate with maintenance and housekeeping to ensure a smooth daily operation while supporting growth opportunities and a positive work environment.

Qualifications

• Must be available to work a flexible schedule including 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.

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, including VIPs, repeat guests, all packages, and any special requests.
• Coordinate with Maintenance and Housekeeping to communicate and plan the day.
• Train, direct the work of, resolve issues and coach front desk team members to ensure quality operation.
• Maintain the Sundries shop, keeping up with inventory and ordering as necessary.
• Train all new Front Desk Agents to provide exceptional customer service.
• Promote and sell special hotel programs.
• Interact with hotel staff professionally and assist other departments with necessary information.
• Be knowledgeable of all emergency procedures and policies.
• Maintain house bank and communicate information to manager on duty.
• Follow procedures on posting, charges, cashing checks, safe deposits, and refunds.

Skills

Team player

Excellent communication

Guest service

Flexibility

Leadership

Hospitality experience

Education

High school diploma or equivalent

Job description

Residence Inn by Marriott Boston Woburn, operated by Pyramid Global Hospitality, seeks a Front Desk Supervisor to lead a hospitality-focused team and deliver outstanding guest service.

You will manage check-ins, handle guest requests, and collaborate with maintenance and housekeeping to ensure a smooth daily operation while supporting growth opportunities and a positive work environment.