Front Desk Supervisor: Lead Guest Experience

BENCHMARK; Newton (MA); On-site; USD 34,000 - 35,000; Full time

Job summary

Boston Marriott Newton, part of Pyramid Global Hospitality, is seeking a Front Desk Supervisor to join a world‑class team. You will welcome guests, check them in, ensure accurate charges, and respond professionally to inquiries with a friendly, can‑do attitude.

You will supervise daily shift processes, train Front Desk Agents, coordinate with Maintenance and Housekeeping, and help resolve issues to WOW guests. A high school diploma and computer skills are required; hotel experience is preferred.

Qualifications

• High school diploma or equivalent required.
• Previous hotel or resort experience preferred.
• Strong desire to impact others positively.
• Outgoing and engaging personality.
• Computer skills.
• Excellent verbal and written communication skills.

Responsibilities

• Provide exceptional customer service by engaging guests and showing sincere interest.
• Check guests in, ensuring accurate charges and special requests are noted.
• Resolve issues and WOW guests through proactive recovery.
• Supervise daily shift processes and ensure SOP adherence.
• Pre-assign rooms including VIPs and special requests.
• Coordinate with Maintenance and Housekeeping for smooth operations.
• Train and direct Front Desk Agents to deliver outstanding service.
• Promote and sell hotel programs to guests.
• Interact professionally with other departments and staff.
• Be familiar with emergency procedures and policies.

Skills

Customer service

Team leadership

Verbal communication

Written communication

Computer skills

Interpersonal skills

Multitasking

Guest relations

Education

High school diploma or equivalent

Job description

Boston Marriott Newton, part of Pyramid Global Hospitality, is seeking a Front Desk Supervisor to join a world‑class team. You will welcome guests, check them in, ensure accurate charges, and respond professionally to inquiries with a friendly, can‑do attitude.

You will supervise daily shift processes, train Front Desk Agents, coordinate with Maintenance and Housekeeping, and help resolve issues to WOW guests. A high school diploma and computer skills are required; hotel experience is preferred.