Overnight Front Desk Supervisor

BENCHMARK; Chicago (IL); On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Medical insurance with employer conrib

401(k) with employer match

Paid time off

Exclusive discounts across our hotels

Job summary

Pyramid Global Hospitality's The Wade - Lakeshore in Chicago seeks a Front Desk Associate to deliver outstanding guest experiences across a 520-room property with 20,386 sq ft meeting space.

Join a dynamic team and provide check-in/check-out, resolve guest issues, and coordinate with maintenance and housekeeping. Flexible schedule including nights, weekends and holidays is required.

Qualifications

• High school diploma or equivalent.
• Previous hotel or resort experience preferred.
• Excellent verbal and written communication skills.
• Must be available to work a flexible schedule to include nights, weekends and holidays.

Responsibilities

• Check guests in, ensuring proper credit is received, notes are recorded and information is accurate.
• Provide exceptional guest service and resolve issues to WOW guests.
• Supervise daily shift process and ensure adherence to standard operating procedures.
• Train and coach front desk team to ensure a quality operation.
• Maintain the Sundries shop, inventory and ordering as necessary.

Skills

Customer service

Communication

Computer skills

Teamwork

Flexible schedule

Education

High school diploma or equivalent

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: Welcome to The Wade - Lakeshore, a premier property in the Pyramid Global Hospitality portfolio. Situated in the heart of Chicago, Illinois, our hotel features 520 guest rooms and an impressive 20,386 sq ft of meeting space, offering a dynamic and sophisticated environment for both guests and employees. At The Wade, we pride ourselves on delivering exceptional service and creating unforgettable experiences. As a member of our team, you’ll work in a vibrant and supportive setting, surrounded by the stunning views and lively energy of Chicago. We offer diverse positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for excellence. We provide comprehensive training programs to ensure our employees have the skills and knowledge needed to excel in their roles.

We offer a comprehensive benefits package for full‑time employees. Our benefits include:

• Medical insurance with employer contribution and vision, dental, life, pet, and accident insurance options.
• 401(k) program with an employer match and immediate full vesting.
• Paid time off.
• Exclusive discounts across our portfolio of hotels.

Your Role:

• 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, which includes VIPS, repeat guests, all packages, and any special requests
• Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
• Maintain the Sundries shop, keeping up with inventory and ordering as necessary
• Training all Front Desk Agents to provide exceptional customer service
• Promote and sell special hotel programs
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information
• Be knowledgeable of all emergency procedures and policies
• Maintain house bank
• Communicate all pertinent information to manager on duty
• Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
• Assist other departments as needed

Qualifications:

• Must be available to work a flexible schedule to include 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

Compensation:

$29.66 - $29.66

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.