Guest Experience Lead - Front Desk Supervisor

Pyramid Burlington Management; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Front Desk Supervisor for The Kendall Hotel in Cambridge, MA. You will lead the front desk team, ensuring check-ins run smoothly and guest needs are addressed with courtesy and efficiency.

The role requires proactive problem-solving and a focus on delivering a WOW experience for every guest. Located near MIT and tech firms, The Kendall blends historic charm with modern amenities.

Qualifications

• Experience in guest service, with a focus on welcoming and resolving guest needs.
• Proven ability to lead a front desk team and inspire professional behavior.
• Strong communication, listening, and conflict-resolution skills.

Responsibilities

• Lead the Front Desk team with a professional and courteous approach.
• Check guests in, ensuring proper credit and noting/satisfying special requests.
• Resolve issues to WOW guests through proactive recovery.
• Supervise daily shift processes and ensure SOP adherence.
• Pre-assign rooms, including VIPs, repeat guests, and special requests.
• Coordinate with Maintenance and Housekeeping to manage the day.
• Train and coach front desk staff to maintain service excellence.
• Maintain inventory and report needs to the operations manager.
• Train new Front Desk Agents to provide exceptional service.
• Promote and sell special hotel programs.

Skills

Customer service

Leadership

Teamwork

Communication

Education

Job description

Pyramid Global Hospitality is seeking a Front Desk Supervisor for The Kendall Hotel in Cambridge, MA. You will lead the front desk team, ensuring check-ins run smoothly and guest needs are addressed with courtesy and efficiency.

The role requires proactive problem-solving and a focus on delivering a WOW experience for every guest. Located near MIT and tech firms, The Kendall blends historic charm with modern amenities.