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Guest Services Lead

2 months ago

Burlington, Massachusetts, United States Pyramid Global Hospitality Full time
Company Overview

Pyramid Global Hospitality prioritizes its workforce, fostering a culture that champions inclusivity, growth, and wellbeing. Our commitment to a People First philosophy is evident in our employee development initiatives, comprehensive benefits, and the meaningful relationships we cultivate. We offer a variety of employment perks, including extensive health insurance, retirement plans, and paid time off, alongside unique advantages such as on-site wellness programs and discounts on local services. Our dedication to ongoing training ensures that our employees acquire the skills necessary for career advancement. With over 230 properties globally, we provide a collaborative environment that promotes success and exceptional guest experiences.

Location Overview

At our establishment, we pride ourselves on being a premier employer in the hospitality sector. Our distinct culture, robust benefit plans including a 401k with company matching, and attractive bonus structures set us apart. We seek individuals who are genuinely passionate about service and who align with our Core Values centered on personal development and team success.

Position Summary

The Front Desk Supervisor is responsible for leading the Front Office team, ensuring the delivery of exceptional customer service.

Key Responsibilities
  • Provide clear communication to staff, adjusting staffing levels based on lobby activity.
  • Welcome guests warmly and efficiently manage the registration process, confirming essential details.
  • Assign rooms based on guest preferences and requirements.
  • Maintain mobility throughout the front office area.
  • Handle financial transactions accurately, including cash management and processing various payment forms.
  • Perform arithmetic functions with precision.
  • Post charges to guest accounts using the property management system.
  • Answer phone calls promptly and professionally.
  • Manage guest messages and retrieve mail and packages as needed.
  • Remain composed during busy periods and emergencies, serving as a role model for the team.
  • Address customer issues through thorough investigation and effective resolution strategies.
  • Make informed decisions based on experience and sound judgment.
  • Authorize adjustments to revenue when necessary, after exploring alternative solutions.
Qualifications

To be successful in this role, candidates should possess the following skills and abilities:
  • Strong interpersonal skills to effectively engage with diverse customers.
  • Basic mathematical proficiency.
  • Ability to navigate and input data into a moderately complex computer system.
  • Physical capability to stand and move throughout the front desk area.
  • Effective verbal and written communication skills, with the ability to prepare detailed reports.
Education and Experience

Applicants should have a high school diploma or equivalent, with some college education preferred. Previous experience in front desk operations and supervisory roles is advantageous.

All employees are expected to maintain a professional appearance and demeanor.