Front Desk Supervisor - Houston Marriott Westchase

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.   Check out this video for more information on our great company!

                  The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests — as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you! 

Houston Marriott Westchase is looking for a highly motivated individual to join our team as Front Desk Supervisor. 

About Us: At Pyramid Global Hospitality, we believe in the power of our team members. We value, support, and recognize the unique contributions of each individual. By fostering a culture of growth and collaboration, we encourage our team members to excel. 

Position Summary: As a Front Desk Supervisor, you play a crucial role in ensuring all our guests receive exceptional service that creates a memorable experience and fostering a vibrant environment for our associates. The Front Desk Supervisor leads by example and is responsible for positive guest interactions, interacting in a friendly and efficient manner, supporting, and stepping in to assist agents in challenging situations, and providing training, guidance, and encouragement to the front desk team.

Scheduling: This is a flex shift position that requires the availability to work AM and PM shifts, with no scheduling restrictions, various days of the week and weekends. Schedules change weekly based on business demands.

Key Responsibilities:

• Actively support our Front Office Manager with day-to-day operations, along with other Front Office leaders, MOD and team members.
• Knowledgeable of providing guest room information, hotel information, special events happening at the hotel, and the area, to guests always.
• Provide exceptional customer service always, in a positive and professional manner, by engaging and taking a sincere interest in all guests, ensuring a wonderful hospitality experience.
• 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.
• Promote and sell special hotel programs.
• Be knowledgeable of all emergency procedures and policies.
• Maintain house bank; Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds.
• Complete ongoing required training and development to maximize potential.
• Follow company procedures and ensure staff follow the required best practices and exceed brand standards.

Opportunity for Growth: This position offers exciting opportunities for career growth within our organization for those passionate about hospitality!

Our Culture: Empowered to Make a Difference: At Pyramid Global, we value, support, and recognize the unique contributions of each team member. Our culture fosters growth and collaboration, encouraging excellence and exploration in every role. We focus on delivering personalized, memorable experiences for our associates, guests, and communities.

Our Values: People First, Integrity, Excellence

• People First: A talented, diverse, and passionate team working together with respect.
• Integrity: Honesty and accountability to ourselves and colleagues.
• Excellence: Surpassing expectations through dedication and innovation.

* This list is not all inclusive, additional job functions would be discussed during the interview. You would be expected to perform any other duties as requested by management.

Key Requirements:

• At least 1 year of previous Hotel or Resort Front Desk Supervisory experience is a must, preferably at a full-service hotel within the last three years.
• Must be available to work a flexible schedule to include nights, weekends and holidays.
• Knowledge and understanding of key customer service skills.
• A strong desire to make a positive impact on other people, hotel guests and staff alike.
• A genuine interest in the happiness, well-being, and success of everyone on your team.
• Must have excellent verbal and written communication skills, can relate well to everyone, and have extraordinary listening skills.
• Able to be effective in identifying issues where services may be falling short in guest needs, providing thoughtful guidance and solutions as they arise.
• Basic Computer skills.
• Ability to stand on your feet for the duration of the shift on a hard surface flooring; with continuous walking, bending, and stooping to perform job requirements behind the front desk.  
• Ability to speak, hear, read, and comprehend instructions, both written and oral, in fluent English with ability to convey information and ideas clearly.
• Must work well in a fast-paced setting under stressful high-pressure situations with a sense of urgency when required.
• Able to be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as they arise.
• Ability to stand on feet for long periods, up to duration of shift; able to extend arms; frequent reaching, twisting, pulling, bending, and stooping with ability to push/pull/lift up to 50 lbs.
• A polished, professional appearance.

The hotel operates seven (7) days a week and twenty-four (24) hours per day. All employees, both management and hourly, must realize this fact and be aware that at times it may be necessary to move employees from their accustomed shift as business demands, and assist in other departments and/or job functions as needed.

Excellent Benefits! 

Joining Pyramid Global Hospitality offers a range of enticing benefits, including but not limited to:

• Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.
• Mental wellbeing support for you and your loved ones
• 401k after 90 days, with a company match to 6%
• Performance-based incentives and bonuses
• Generous paid time off
• Professional guidance and support
• Competitive health, dental, and vision insurance plans
• Pet insurance for your furry companions
• Skill-enhancing job training
• Company-paid and Optional Life and Accidental Insurance
• Supplemental Accident, Critical Illness and Hospitalization Plans
• Employee Assistance Program (EAP)
• Health Flexible Spending Account (FSA)

If you are passionate about hospitality, creating memorable guest experiences, and working in a collaborative team environment, we invite you to apply for the Front Desk Supervisor position at Pyramid Global Hospitality. Join us and be a part of our journey to make hospitality better!

Houston Marriott Westchase Hotel and Pyramid Global Hospitality is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.