Front Office Supervisor

BENCHMARK; Miami (FL); On-site; USD 42,000 - 52,000; Full time

Job summary

Pyramid Global Hospitality in Miami is seeking a Front Desk Supervisor to lead the guest services team and ensure exceptional service at check-in and throughout the stay.

You will supervise daily shift operations, train new Front Desk Agents, handle guest requests, resolve issues, and promote hotel programs while maintaining cash handling procedures.

Qualifications

• Customer service experience in hospitality or similar setting.
• Strong verbal and written communication skills.
• Proficient with computer systems and hotel software.

Responsibilities

• Check guests in, ensuring proper credit is received and special requests are noted.
• Resolve issues and WOW guests through recovery when things aren’t right.
• Supervise daily shift process and ensure SOPs are followed.
• Train, direct, and coach front desk agents to maintain quality service.
• Promote and sell special hotel programs and services.
• Maintain house bank and assist other departments as needed.
• Be knowledgeable of emergency procedures and policies.

Skills

Customer service

Communication skills

Computer skills

Team leadership

Flexible schedule

Education

High school diploma

Job description

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.About our property:What you will have an opportunity to do:We are looking for a highly motivated individual to join our Front Desk team as Front Desk Supervisor. The successful candidate has a proven record of being a team player, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally.If you have experience in customer service, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.Your Role:Help guests discover their “Wanderlust” experienceProvide exceptional customer service by being engaging and taking sincere interestCheck guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is establishedHelp to resolve problems and “WOW” guests through recovery when things aren’t quite rightSupervise daily shift process ensuring all team members adhere to standard operating proceduresConduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requestsWorks closely with the Maintenance and Housekeeping teams to communicate and coordinate the dayTrain, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operationMaintain the Sundries shop, keeping up with inventory and ordering as necessaryTraining all new Front Desk Agents to provide exceptional customer servicePromote and sell special hotel programsInteract with hotel/resort staff in a professional manner, assisting other departments with necessary informationBe knowledgeable of all emergency procedures and policiesMaintain house bankCommunicate all pertinent information to manager on dutyFollow set procedures on posting, charges, cashing checks, safe deposits, and refundsAssist other departments as neededWhat are we looking for?Qualifications:Must be available to work a flexible schedule to include nights, weekends and holidaysHigh school diploma or equivalentPrevious hotel or resort experience preferredA strong desire to make an impact on other peopleAn outgoing and engaging personalityComputer skillsExcellent verbal and written communication skillsAbility to work in a fast-paced settingAbility to stand for the duration of the shiftCompensation:-Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.