Front Desk Supervisor — Guest Experience Leader

BENCHMARK; Cambridge (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

Benchmark is seeking a Front Desk Supervisor to lead our front desk team at our Cambridge, MA property. You will mentor agents, uphold service standards, and ensure guests receive a warm, efficient welcome from check-in to departure.

You will coordinate with maintenance and housekeeping, manage reservations and VIP requests, train new hires, and maintain a professional, organized front desk. The role requires a customer-first mindset and the ability to wow guests while solving problems promptly.

Qualifications

• Hospitality/front desk experience is preferred.
• Ability to supervise a shift and coach staff.
• Excellent communication and problem-solving skills.

Responsibilities

• Greet and check guests in, noting special requests and ensuring accurate information.
• Supervise daily shift processes and ensure SOPs are followed by all team members.
• Train, coach and mentor front desk agents to maintain high service standards.
• Work closely with Maintenance and Housekeeping to coordinate daily operations.
• Manage reservations and third-party bookings, respond to inquiries, and process requests.
• Resolve guest issues to WOW guests and recover service when needed.
• Maintain a clean, organized front desk area and ensure proper documentation in shift reports.

Skills

Customer service

Team leadership

Communication

Conflict resolution

Problem solving

Job description

Benchmark is seeking a Front Desk Supervisor to lead our front desk team at our Cambridge, MA property. You will mentor agents, uphold service standards, and ensure guests receive a warm, efficient welcome from check-in to departure.

You will coordinate with maintenance and housekeeping, manage reservations and VIP requests, train new hires, and maintain a professional, organized front desk. The role requires a customer-first mindset and the ability to wow guests while solving problems promptly.