Hotel Front Desk Supervisor Job at Pyramid Global Hospitality (Houston)

Job Description

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.

Job Responsibility

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

Requirements

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

What we offer

comprehensive health insurance
retirement plans
paid time off
on-site wellness programs
local discounts
employee rates on hotel stays
ongoing training and development opportunities

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