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About the Role
The Guest Services Supervisor will supervise and direct the team in offering guests a warm welcome to our hotel/resort, and the assistance with the unloading of guest’s luggage. They will also be the leader of information for the team to serve as a source of knowledge for the guest for everything about the hotel, its amenities, and the local area as they assist the guest to their room.
Responsibilities
- Supervise daily front office operations, ensuring shift-to-shift logistics, labor allocation, and employee breaks are managed in alignment with operational requirements.
- Enforce rigorous financial controls, auditing cash drops, room adjustments, vouchers, and credit authorizations to guarantee team compliance with internal controls.
- Maintain house bank custody, adhering strictly to standard operating procedures regarding cash handling, safe deposits, credit authorizations, and financial compliance.
- Oversee inventory management and room readiness, coordinating directly with Housekeeping and Engineering leadership to manage VIP arrivals, group blocks, and maintenance workflows.
- Maintain aesthetic and operational readiness of the lobby and reception areas, ensuring compliance with brand standards and property presentation guidelines.
- Direct, coach, and motivate Guest Services Agents, driving performance to ensure the team consistently meets or exceeds guest satisfaction targets and brand standards.
- Facilitate onboarding and continuous training for frontline personnel, focusing on property management systems, standard operating procedures, and service recovery protocols.
- Serve as the primary escalation point for complex guest service and billing inquiries, executing advanced service recovery strategies to protect brand loyalty.
- Conduct shift briefings and performance reviews, ensuring critical operational intelligence, promotions, and safety protocols are systematically communicated to the team.
- Perform administrative project workflows and other tasks as assigned by department leadership to meet evolving business needs.
Requirements
- Minimum of 2 years of progressive experience within front office operations or hospitality management, with prior supervisory or team leadership experience strongly preferred.
- Demonstrated leadership capability, strong organizational acumen, advanced problem-solving skills, and deep familiarity with hotel administrative and financial systems.
- Sophisticated verbal and written communication skills with the ability to interface professionally with guests, team, and executive leadership.
- Full flexibility to work various operational shifts, including mornings, evenings, nights, weekends, and holiday periods.
Skills
- Guest Services
- Front Office Operations
- Hospitality Management
- Team Leadership
- Organizational Acumen
- Problem-Solving
- Hotel Administrative Systems
- Financial Systems
- Verbal Communication
- Written Communication
- Service Recovery
- Property Management Systems
Location
- New York Downtown
Work Type
- Full-time
Experience Level
- 2+ years of progressive experience
- Prior supervisory or team leadership experience strongly preferred
Salary/Compensations
- $25 - $25
Benefits
- 401k with a company match
- Lucrative bonus programs
About the Company
- 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.
- At the DoubleTree by Hilton New York Downtown we pride ourselves on being the best employer in the area.
- What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few.
- We are looking for talented people who have a genuine passion for service.
- Our Core Values involve personal development, people, and a desire for wanting them to succeed.
- We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest.
- We want a hotel that people want to come to, not through.
- Find out today what a career with Pyramid Hotel Group at the DoubleTree by Hilton New York Downtown can mean for you!
Equal Opportunity
- Pyramid Global Hospitality is an equal opportunity employer.
- We celebrate diversity and are committed to creating an inclusive environment for all employees.