Front Office Supervisor

Front Desk SupervisorPyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.Welcome to The Kendall Hotel, an iconic landmark nestled in the innovative Kendall Square neighborhood of Cambridge, Massachusetts. Proudly part of the Pyramid Global Hospitality portfolio, our hotel offers 73 distinctive guest rooms and 1,000 sq ft of meeting space. More than just a place to stay, The Kendall seamlessly combines historic charm with modern amenities, providing a unique backdrop for both leisure and business travelers. Situated alongside MIT and major tech firms, The Kendall is a beacon of preserved history amidst the technological hub of Kendall Square. With its Queen Anne-style architecture and status as one of the area's only 19th-century buildings, The Kendall pays homage to the independence and innovation of the Black Sheep. As a member of Historic Hotels of America and listed on the National Register of Historic Places, our hotel offers guests a truly immersive experience in Cambridge's rich heritage. Join us at The Kendall Hotel, where your career journey is guided by an exceptional People First Culture. Here, you're not just part of a professional team; you're a steward of history in a dynamic and forward-thinking neighborhood. With its blend of historic significance and modern conveniences, The Kendall Hotel provides a unique setting for personal and professional growth. Welcome to a professional environment within Pyramid Global Hospitality that celebrates the rich heritage and innovation of The Kendall Hotel!We are looking for a highly motivated individual to lead our Front Desk team as Front Desk Supervisor. The successful candidate has a proven record of being a team player, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally. If you have experience in customer service, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to "WOW" people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.Your Role:Help guests discover their "Wanderlust" experienceProvide exceptional customer service by being engaging and taking sincere interestCheck guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is establishedHelp to resolve problems and "WOW" guests through recovery when things aren't quite rightSupervise daily shift process ensuring all team members adhere to standard operating proceduresConduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requestsWorks closely with the Maintenance and Housekeeping teams to communicate and coordinate the dayTrain, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure quality operationMaintain the inventory, tracking inventory and reporting to the operations manager to order as necessaryTraining all new Front Desk Agents to provide exceptional customer servicePromote and sell special hotel programsInteract with hotel/resort staff in a professional manner, assisting other departments with necessary informationBe knowledgeable of all emergency procedures and policiesCommunicate all pertinent information to manager on dutyFollow set procedures on posting, charges, deposits, and refundsAssist other departments as neededMonitor third-party booking platforms and manage guest communications, including responding to inquiries and processing reservation requestsReview open guest folios, ensure account balances are accurate, and verify that all outstanding charges are settled prior to checkout.Lead by example by maintaining a professional appearance, positive attitudeEnsure important information is properly documented in shift reports and communicated during shift handovers.Ensure proper handling of lost and found itemsEnsure the front desk area remains clean, organized, and presentable at all times, maintaining the hotel's professional appearance and welcoming atmosphere.What are we looking for?Qualifications:Experience in property management software, such as OPERA Cloud, is preferred.Willingness to work flexible hours, including weekends and holidays.Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.Demonstrated ability to work cohesively with a team and be a team player.Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.Ability to communicate effectively in the English language, both verbally and in writing. A second language is desirable.Must have experience in all Microsoft Office suite products.Compensation: $30.00 - $33.00Pyramid 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.