Front Desk Supervisor
5 days ago
At Pyramid Global Hospitality, we're dedicated to creating a supportive and inclusive work environment that fosters growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, benefits, and relationships. We offer a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks like on-site wellness programs, local discounts, and employee rates on hotel stays. We're committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.
We're looking for a talented and hospitality-passionate professional for a Front Desk Supervisor position. As a key member of our front office team, you'll be responsible for ensuring a smooth and positive guest experience by overseeing the front desk team and operations. This role requires strong leadership skills, organizational abilities, and customer service focus. You'll work closely with other departments to address guest needs and concerns, and be expected to handle cash, make changes, and balance an assigned house bank. You'll also be responsible for monitoring lobby traffic, making staffing adjustments, and ensuring a welcoming and professional atmosphere. If you're a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore this exciting career opportunity.
Responsibilities
- Provide guidance and leadership to the front desk team to ensure consistent quality customer service.
- Communicate effectively with staff and guests to provide clear directions and resolve issues.
- Monitor lobby traffic and make staffing adjustments to ensure a smooth guest experience.
- Ensure a welcoming and professional atmosphere by greeting guests, handling guest inquiries, and resolving complaints in a timely and efficient manner.
- Work closely with housekeeping, maintenance, and other departments to address guest needs and concerns.
- Monitor guest feedback and ratings online and address any concerns or trends.
- Make appropriate selections of rooms based on guest needs.
- Handle cash, make changes, and balance an assigned house bank.
- Accept and record vouchers, travelers' checks, and other forms of payment.
- Convert foreign currency at current posted rates.
- Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using positive and clear English language.
- Input messages into the computer.
- Retrieve messages and communicate the content to the guest.
- Retrieve mail, small packages, and facsimiles for hotel guests as requested.
- Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for the front office team and other employees.
- Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
- Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
- Maintain a flexible work schedule to accommodate the needs of the department.
- Prior supervisor experience at a luxury hotel required.
- Thorough understanding of customer service activities and best practices.
- Strong communication skills, both written and verbal, in the English language. Knowledge of a second language preferred.
- Able to effectively communicate with guests about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
- Basic mathematical skills required.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to stand, walk, and continuously perform behind the front desk.
- Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
- Moves throughout the front desk check-in/out counter, front desk, and front office areas to check guests in/out, run credit cards, issue room keys, retrieve guest room items/towels, provide amenities, and print guest statements in a timely manner.
- Positions self to raise, lower, and extend arms to perform essential job functions.
- Able to identify and respond to safety concerns and emergency situations.
- Demonstrates a professional appearance.
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