Guest Services Supervisor

2 months ago

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

About Us

Pyramid Global Hospitality prioritizes its people. We are committed to fostering a supportive and inclusive workplace that champions diversity, growth, and wellbeing. Our People First philosophy is evident in our employee development initiatives, benefits, and our focus on cultivating meaningful relationships. We offer a comprehensive suite of employment benefits, including health insurance, retirement plans, and paid time off, along with unique perks such as wellness programs, local discounts, and employee rates on hotel accommodations. Furthermore, we are dedicated to providing continuous training and development opportunities to empower our employees to enhance their skills and advance their careers. Whether you are entering the hospitality field or are an experienced professional, Pyramid Global Hospitality provides a collaborative environment that promotes growth and success across over 230 properties globally.

Location Description

At the Boston Marriott Burlington, we take pride in being a top employer in the region. Our distinctive culture, comprehensive benefits, including a 401k with company matching, and attractive bonus programs set us apart. We seek talented individuals who are genuinely passionate about service. Our Core Values emphasize personal development, teamwork, and a commitment to helping each other succeed. We envision a hotel where guests want to return, not just visit.

Overview

The Front Desk Supervisor plays a crucial role in leading the Front Office team, 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 and monitor lobby activity to adjust staffing as needed.
  • Welcome guests warmly and complete the registration process efficiently, confirming essential details such as guest count and room rates.
  • Select appropriate accommodations based on guest preferences.
  • Maintain mobility throughout the front office area while standing.
  • Handle cash transactions, make change, and balance an assigned cash drawer.
  • Process various forms of payment, including vouchers and travelers checks, and convert foreign currency at current rates.
  • Perform accurate arithmetic calculations using a calculator.
  • Post charges to guest accounts and house accounts using the computer system.
  • Answer phone calls promptly with a positive and clear demeanor.
  • Input and retrieve messages for guests, as well as manage mail and packages as requested.
  • Remain composed and attentive, especially during busy periods or emergencies, serving as a role model for Front Office staff.
  • Resolve guest issues and complaints through thorough investigation and effective solutions.
  • Make informed decisions and take action based on experience and sound judgment, adapting procedures when 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 skills and abilities and demonstrate the capacity to perform the essential functions of the role, with or without reasonable accommodation:
  • Ability to effectively interact with both internal and external customers, some of whom may require patience, tact, and diplomacy to resolve conflicts.
  • Basic mathematical skills are essential.
  • Proficiency in accessing and accurately inputting information using a moderately complex computer system.
  • Ability to stand, walk, and continuously perform tasks 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 a high school diploma or any other combination that provides the required 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 well-groomed appearance.
Other: Candidates with additional language skills are preferred.

Note: The hotel operates seven days a week and twenty-four hours a day. All employees, both management and hourly, must be aware that it may be necessary to adjust shifts based on business needs.

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