PM - Front Desk Supervisor

PM Front Desk Supervisor

Embassy Suites by Hilton Marlborough, MA

Schedule: Typically 3:00 PM11:00 PM | Weekends Required Full-Time

Embassy Suites by Hilton is looking for a PM Front Desk Supervisor to join our Front Office team! We are seeking a friendly, professional, and dependable leader who enjoys working with people and is committed to providing an exceptional guest experience.

The PM Front Desk Supervisor will help oversee the evening operation of the Front Desk, support and coach Front Desk Agents, and ensure our guests receive the warm, efficient service they expect from Embassy Suites.

What You'll Do

• Supervise and support Front Desk Agents during the evening shift.
• Assist with the daily operation of the Front Desk and ensure smooth evening transitions.
• Welcome guests, complete check-ins and check-outs, and assist with guest requests and concerns.
• Provide exceptional guest service and resolve issues in a professional and timely manner.
• Monitor arrivals, departures, room assignments, and special guest requests.
• Assist with handling guest complaints and finding appropriate solutions.
• Ensure Front Desk procedures, Hilton standards, and hotel policies are consistently followed.
• Support Front Desk Agents with questions, transactions, and challenging guest situations.
• Monitor the lobby and Front Desk area to ensure it remains clean, organized, and welcoming.
• Assist with cash handling, daily reports, and other Front Office procedures.
• Communicate important information and outstanding issues to the appropriate departments and the incoming shift.
• Work closely with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure guest needs are met.
• Help train, coach, and mentor Front Desk team members.
• Lead by example and promote a positive, team-oriented work environment.
• Assist the PM Operations Manager with additional responsibilities as needed.

What We're Looking For

• Previous hotel Front Desk experience required.
• Previous supervisory or leadership experience preferred.
• Hilton or Embassy Suites experience is a plus.
• Strong knowledge of guest service and Front Office operations.
• Excellent communication and problem-solving skills.
• Ability to remain calm and professional when handling challenging situations.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable working independently and making decisions when needed.
• Must be dependable and have excellent attendance.
• Must be available to work weekends.
• Ability to work a typical 3:00 PM11:00 PM schedule.

Why Join Us?

At Embassy Suites, our Front Office team plays a key role in creating a memorable experience for every guest. As a PM Front Desk Supervisor, you'll have the opportunity to lead a team, develop your hospitality skills, and make a direct impact on our guests and hotel operations.

If you're a hospitality professional who enjoys leading a team and creating great guest experiences, we'd love to meet you!

What are we looking for?

• At least one year in a customer service role with high guest interaction
• Hospitality industry experience is a plus.
• Ability to solve problems when they arise.
• Ability to work in a team environment is a must.
• Pleasant and helpful personality.
• Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel.
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Excellent verbal communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift
• Must be available to work various shifts including weekends and holidays

Compensation:

$20 - $21

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.