Operations Supervisor

PropertyAbout UsAt 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!#PGH-BMCLocation DescriptionWelcome to The Kendall Hotel, an iconic landmark nestled in the innovative Kendall Square neighborhood of Cambridge, Massachusetts. Proudly part of the Pyramid Global Hospitality portfolio, our hotel offers 73 distinctive guest rooms and 1,000 sq ft of meeting space. More than just a place to stay, The Kendall seamlessly combines historic charm with modern amenities, providing a unique backdrop for both leisure and business travelers.Situated alongside MIT and major tech firms, The Kendall is a beacon of preserved history amidst the technological hub of Kendall Square. With its Queen Anne-style architecture and status as one of the area's only 19th-century buildings, The Kendall pays homage to the independence and innovation of the Black Sheep. As a member of Historic Hotels of America and listed on the National Register of Historic Places, our hotel offers guests a truly immersive experience in Cambridge's rich heritage.Join us at The Kendall Hotel, where your career journey is guided by an exceptional People First Culture. Here, you're not just part of a professional team; you're a steward of history in a dynamic and forward-thinking neighborhood. With its blend of historic significance and modern conveniences, The Kendall Hotel provides a unique setting for personal and professional growth. Welcome to a professional environment within Pyramid Global Hospitality that celebrates the rich heritage and innovation of The Kendall Hotel!OverviewWe are looking for a highly motivated individual to lead our Front Desk team as Front Desk Supervisor. The successful candidate has a proven record of being a team player, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally. If you have experience in customer service, enjoy 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.Your Role : You will assist with oversight of the Front Office operations to lead the team in helping guests discover their "Wanderlust" experienceYou will be involved in the financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast / budget, manage spending accounts and review monthly Profit & Loss reports. You will develop and mentor a team for the Front Desk AgentsTraining all new Front Desk Agents to provide exceptional customer serviceYou will ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates.You will monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy.You will lead by example to ensure all guest interactions are handled in a professional manner.Supervise daily shift process ensuring all team members adhere to standard operating proceduresConduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requestsMaintain the Sundries shop, keeping up with inventory and ordering as necessaryProvide exceptional customer service by being engaging and taking sincere interestCheck guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is establishedHelp to resolve problems and "WOW" guests through recovery when things aren't quite rightWorks closely with the Maintenance and Housekeeping teams to communicate and coordinate the dayInteract with hotel / resort staff in a professional manner, assisting other departments with necessary informationPromote and sell special hotel programsBalance & Straight line availability forecast 14-days out for hotelsInteract with hotel / resort staff in a professional manner, assisting other departments with necessary informationBe knowledgeable of all emergency procedures and policiesForecasting & Scheduling the front desk team to meet the levels of occupancy for the HotelCommunicate all pertinent information to manager on dutyFollow set procedures on posting, charges, Advanced deposits, and refundsAssits the oversee of Front of House OperationsAssist the Operations Manager with Food & Beverage oversee when restuarant opens up QualificationsHas a strong background in Hotel Rooms Operation LeadershipHas Opera Cloud PMS expereience Has ALICE experience for internal communcation systemHas Food & Beverage background to help supervisor the restuarant when neededCoaching & Counselling background for associate training