Front Desk Supervisor

Overview

We are looking for an Experienced Full-Service Hotel Front Desk Supervisor to join our team at Pyramid Global Hospitality.

At the Houston Marriott Westchase Hotel the Front Desk Supervisor is responsible for overseeing the daily operations of the front office, ensuring exceptional guest service and efficient check-in and check-out processes. This role includes supervising front office staff including the front desk agents, telephone operators, managing guest inquiries, and supporting the Rooms Controller and Front Office Management in maintaining high standards of service and operational efficiency.

This is a Full-Time position that requires open availability to work weekdays, weekends and holidays, based on business needs. The schedule will change weekly, with both AM and PM shifts, to support operational requirements. Schedules change weekly based on operational requirements and no overnight shifts are required.

7:00 AM - 3:30 PM and 3:00 PM - 11:30 PM

• Actively support Front Office Manager, along with other Front Office leaders, with day-to-day operations, and help identify areas for improvement as needed.
• Knowledgeable of providing guest room information, hotel information, special events happening at the hotel, and the area, to guests in real time.
• Supervise front office operations, ensuring team members follow the required best practices and exceed brand standards, providing training, support, and encouragement.
• Lead by example, providing exceptional customer service always, in a positive and professional manner, by engaging in and taking a sincere interest in all guests.
• Facilitate efficient check-in and check-out processes, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
• Stepping in to assist when needed and help to resolve problems and “WOW” guests through service recovery when things aren’t quite right.

This list is not all inclusive, additional job functions will be shared during interviews.

The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift to meet business demands. All associates are expected to perform any other duties as requested by management to support other departments and/or operational requirements.

• Availability to work AM and PM shifts, various weekdays, weekends, and holidays, with no scheduling restrictions.
• Advanced understanding of guest services skills and behaviors.
• Strong organizational and interpersonal skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.
• Strong communication skills with ability to communicate effectively in the English language, both verbally and in writing.
• Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.
• Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
• Able to be effective in identifying issues where services may be falling short in guest needs, providing thoughtful guidance and solutions as they arise.
• Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.
• Positions self to raise, lower, and extend arms to perform essential job functions.
• Ability to lift and carry up to 15 lbs. regularly.
• Knowledge and experience using Microsoft Office Suite Products.
• Able to identify and respond quickly to safety concerns and emergency situations.

• Minimum Three (3) years experience in a hotel front desk agent role.
• Minimum Two (2) years of experience in a front office supervisor or management role in a full-service hotel is required.
• Experience using hotel management software or other relevant programs/technology, preferably FSPMS.
• Degree in hospitality or related field preferred.

• Exclusive…