Front Office Supervisor

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

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Born of Midwestern charm and modern design, The Bradley invites you to experience the best of Fort Wayne, Indiana. Our property is a true reflection of the city, channeling the genuine spirit of community, industry, and creativity that abounds beyond its own walls. This is our city and our people.

Assists in managing the Front Office operations to achieve guest satisfaction, quality service and compliance with the Hotel’s policies and procedures, while meeting and exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

ESSENTIAL FUNCTIONS:  (This list of essential functions is not exhaustive and may be supplemented and changed as necessary.)

• Assign work and supervise performance of employees in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance and determining room rates and availability.
• Ensure efficient Front Office operations by employees and adherence to hotel's policies and procedures.
• Function as a liaison between guests and the hotel, while maintaining a high level of guest service. Meet, greet and make guests feel welcomed, respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.
• Perform check-ins and checkouts and room change procedures. Ensures all dates are fully entered into the hotel’s system in accordance with reservation.
• Support and assist team members in handling guest inquiries and requests and in resolving guest complaints
• Review VIP and package arrivals daily. Inspect VIP arrival rooms, if necessary.

OTHER FUNCTIONS: (This list of other functions is not exhaustive and may be supplemented and changed as necessary.)

• Assist in the development and implementation of policies and procedures for the operation of the department.
• Assist with interviews, hiring, and training employees; planning, signing, and directing work; appraising performance; rewarding and disciplining employees; addressing guest and employee complaints and resolving problems.
• Maintain professional contact via telephone with all other hotel departments such as, Reservations, Sales, Housekeeping, Bell Staff, Valet, Engineering, etc. to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.
• Inspect guest rooms, public areas, and grounds for cleanliness and appearance.
• Possess knowledge of Fire and Emergency Procedures.
• Assist with any scheduled shift problems by finding proper coverage, report to work and stay until proper coverage can be found.
• Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees.
• Possess knowledge of restaurants, amenities, clubs and tourism industries to provide to hotel guests.
• Run and attend departmental training classes/seminars when scheduled.
• Monitor and maintain proper operational supplies.
• Participate as needed in the investigation of employee and guest incidents.

SUPERVISORY RESPONSIBILITIES:  Supervises all employees in the Front Office Department. 

QUALIFICATIONS REQUIREMENTS:  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Ability to handle sensitive, confidential information discreetly and professionally
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger
• Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once
• Ability to work independently with limited support and minimum supervision
• Excellent verbal and written communication skills
• Strong detail orientation; ability to set priorities, multi-task and meet deadlines, and excellent time management
• Strong organizational, problem-solving, and administrative skills
• Ability to quickly learn and accurately administer complex processes
• Strong ability to track actions and follow through on processes
• Proven ability to work effectively in an unstructured, fast-paced and constantly changing environment
• Commitment to excellence and continuous improvement
• Versatility, flexibility, and a willingness to work with multiple priorities with enthusiasm
• Strong computer skills

EDUCATION and/or EXPERIENCE:  High school diploma or general education degree (GED); or two years related experience and/or training; or equivalent combination of education and experience.

• Previous experience in a 4 to 5 star hotel (and the quality and services expectations associated therewith) preferred.
• Supervisory experience preferred.
• Multilingual skills are a plus.

LANGUAGE SKILLS:  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports and business correspondence.  Ability to effectively present information and respond to questions or requests from groups of managers, clients, co-workers, and the general public.

MATHEMATICAL SKILLS:  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist.  Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.

CUSTOMER RELATIONS SKILLS:  Knowledge of principles and processes for providing customer service. Must have assessment techniques, quality service standards, alternative delivery systems and customer satisfaction evaluation techniques.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

While performing this job, the employee is regularly required to stand, walk, sit, speak, hear, reach, bend over, stoop, use hands, use fingers, write, see, feel objects, handle paper, wires, pens, boxes, and occasionally kneel.  Occasional lifting or moving may be required of objects of up to 50 pounds.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• The noise level in the work environment is usually moderate to loud.
• Climate controlled office environment.