Front Desk Supervisor

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

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About our property:

The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests - as well as employees Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you

What you will have an opportunity to do:

The Front Office 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, managing guest inquiries, and supporting the Front Office Manager in maintaining high standards of service and operational efficiency.

This is a Full-Time position that requires open availability to work AM and PM shifts, with no scheduling restrictions, various days of the week and weekends. Schedules change weekly based on business demands.

Specifically, this role is primarily responsible for hotel front office supervisor functions include but are not limited to:

• 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.

Supportive Functions: 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.

What are we looking for?

• Two (2) years of experience in hotel front office operations, in a supervisor or lead role, preferably with a premium full-service hotel.
• Experience using hotel reservation management software or other relevant programs/technology.

• Advanced understanding of guest services skills and behaviors.
• Strong organizational and people 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.

Compensation:
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Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

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