Guest Services Supervisor

2 months ago

Burlington, Massachusetts, United States Pyramid Global Hospitality Full time
Property

About Us

Pyramid Global Hospitality prioritizes its workforce, fostering a culture that champions inclusivity, growth, and well-being. Our People First philosophy is evident in our employee development initiatives, comprehensive benefits, and our commitment to nurturing meaningful relationships. We offer an array of employment perks, including extensive health coverage, retirement plans, and paid leave, alongside unique advantages such as wellness programs and local discounts. We are dedicated to providing continuous training and development opportunities, empowering our employees to enhance their skills and advance their careers. Whether you are new to the hospitality sector or a seasoned expert, Pyramid Global Hospitality provides a collaborative environment that promotes growth and success across over 230 properties globally.

Location Description

At our establishment, we take pride in being a leading employer in the region. Our distinctive culture, comprehensive benefits including a 401k plan with company matching, and attractive bonus programs set us apart. We seek individuals who are genuinely passionate about service. Our Core Values emphasize personal development and the success of our team members. Each team member plays a vital role in delivering exceptional service and creating memorable experiences for our guests.

Overview

The Front Desk Supervisor is responsible for providing leadership and direction as the primary Front Office Clerk, ensuring that exceptional customer service is consistently delivered.

The Front Desk Supervisor will:
  • Effectively communicate both verbally and in writing to provide clear guidance to staff, adjusting staffing levels based on lobby activity.
  • Welcome guests warmly and efficiently manage the registration process, ensuring accurate information is collected.
  • Assign rooms based on guest preferences and requirements.
  • Maintain mobility throughout the front office area while standing.
  • Handle cash transactions, ensuring accuracy in balancing the assigned house bank.
  • Process various forms of payment and convert foreign currency at current rates.
  • Perform accurate arithmetic calculations as needed.
  • Post charges to guest accounts using the computer system.
  • Answer incoming calls promptly and professionally.
  • Manage guest messages and retrieve mail and packages as requested.
  • Exhibit calmness and alertness during emergencies and busy periods, serving as a role model for the Front Office team.
  • Resolve guest issues and complaints through thorough investigation and effective solutions.
  • Make informed decisions based on experience and sound judgment, adapting procedures as necessary.
  • Authorize revenue adjustments to address issues only after exploring alternative solutions.
Qualifications

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The candidate must possess the following knowledge, skills, and abilities, demonstrating the capacity to perform essential job functions, with or without reasonable accommodation:
  • Ability to effectively engage with both internal and external customers, employing patience and diplomacy to manage conflicts.
  • Basic mathematical skills are essential.
  • Proficiency in accessing and accurately inputting information into a moderately complex computer system.
  • Capability to stand and move continuously behind the front desk.
  • Strong verbal and written communication skills, with the ability to prepare detailed reports on room availability and revenue.
QUALIFICATION STANDARDS

Education:
  • A combination of education and experience equivalent to high school graduation or other relevant training that provides the necessary knowledge, skills, and abilities. A high school diploma is required; some college education is preferred.
  • Experience: Previous front desk and supervisory experience is preferred.
  • Grooming: All employees must maintain a neat, clean, and professional appearance.
Other: Additional language skills are preferred.

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