Guest Services Supervisor - Guest Services

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:

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! 

What you will have an opportunity to do:

We are looking for a highly motivated individuals to join our Guest Services team as a Guest Services Supervisor. The ideal candidate uses their engaging personality set the example for the team on how to create a memorable first impression for our guests as they arrive for the first time and throughout their stay. 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. 

If you are a detail-oriented person who enjoys 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.

Operational Oversight & Compliance:

• 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.

Team Leadership & Performance Management:

• 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.
  

What are we looking for?

Requirements & Qualifications:

• Experience: Minimum of 2 years of progressive experience within front office operations or hospitality management, with prior supervisory or team leadership experience strongly preferred.
• Competencies: Demonstrated leadership capability, strong organizational acumen, advanced problem-solving skills, and deep familiarity with hotel administrative and financial systems.
• Communication: Sophisticated verbal and written communication skills with the ability to interface professionally with guests, team, and executive leadership.
• Schedule Commitments: Full flexibility to work various operational shifts, including mornings, evenings, nights, weekends, and holiday periods.

Compensation:

$25

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$25

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.