Front Desk - Guest Services Supervisor

Job description

Pyramid 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. About our property: The Hotel Indigo Cleveland Gateway boasts 143 guest-rooms and suites, over 2,400 square feet of meeting space and two outlets including our signature restaurant! Find out today what a career with Pyramid Global Hospitality at the brand new Hotel Indigo Cleveland Gateway can mean for you! What you will have an opportunity to do: We are looking for a highly motivated individual to join 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” experience Provide exceptional customer service by being engaging and taking sincere interest Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established Help to resolve problems and “WOW” guests through recovery when things aren’t quite right Supervise daily shift process ensuring all team members adhere to standard operating procedures Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation Maintain the Sundries shop, keeping up with inventory and ordering as necessary Training all new Front Desk Agents to provide exceptional customer service Promote and sell special hotel programs Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information Be knowledgeable of all emergency procedures and policies Maintain house bank Communicate all pertinent information to manager on duty Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds Assist other departments as needed What are we looking for? Qualifications: Must be available to work a flexible schedule to include nights, weekends and holidays High school diploma or equivalent Previous hotel or resort experience preferred A strong desire to make an impact on other people An outgoing and engaging personality Computer skills Excellent verbal and written communication skills Ability to work in a fast-paced setting Ability to stand for the duration of the shift Compensation: $17.00 - $19.00 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.