Front Office Supervisor - Arizona Biltmore

Front Office Supervisor

Welcome to Pyramid Global Hospitality, where 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.

The iconic Arizona Biltmore is located in the heart of the prestigious Biltmore neighborhood in Phoenix. The resort was named the "Jewel of the Desert" since its opening on February 23, 1929. This gorgeous 39-acre property reopened in May 2021 after undergoing a $150 million restoration. It has over 700 rooms, over 200,000 square feet in banquet space spread out over the beautiful property, 9 food and beverage outlets (including 2 restaurants, 2 bars, 2 poolside bars, a gelato shop/caf, and in-room dining), a luxury spa, and 7 pools including a 65' waterslide. Arizona Biltmore is a LXR Hotel & Resort by Hilton which is a hand-selected collection of unique luxury hotels, offering bespoke service and personal adventures in the world's most intriguing locations. With this, as a team member you will receive the Go Hilton travel benefits in addition to Pyramid's travel benefits.

As a Front Office Supervisor, you will be responsible for providing guidance and leadership while ensuring consistent quality of customer service is provided to all guests in accordance with hotel standards. Specifically, this includes, but is not limited to, the following duties:

• Assign and instruct Front Desk Agents and PBX Operators in details of work.
• Observe performance and encourage improvement.
• Monitor lobby traffic to make staffing adjustments accordingly.
• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
• Assist Front Desk Agents, PBX Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution.
• Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with company standards.
• Monitor performance of staff with performance evaluations and discipline issues.
• Make recommendations for training related issues when inconsistencies develop at the Front Desk.
• Perform other duties as assigned by Director or Assistant Director.

This is a full-time position, and you must have the ability to work weekdays, weekends, and holidays. Shifts vary depending on business needs but are between the hours of 6am-11pm.

Qualifications:

• At least one (1) year of Front Office experience in a premium hotel / resort, required
• Experience in a high-volume operation, required
• Experience working with a large team, required
• Luxury hotel / resort experience, preferred
• Experience with OnQ System, preferred
• College education, preferred
• Keen eye for detail
• Great attitude
• Excellent communication skills
• Ability to collaborate and team player
• Ability to speak other languages, preferred