About this role
Front Desk Supervisor
Wyndham Grand Pittsburgh Downtown | Pittsburgh, PA
Lead the team that creates our guests’ first and lasting impressions. Wyndham Grand Pittsburgh Downtown is seeking an experienced Front Desk Supervisor to guide daily front desk operations, support associates, and deliver exceptional guest service. The ideal candidate leads by example, exercises sound judgment, and keeps the team organized during busy shifts.
What You’ll Do
- Supervise front desk operations during assigned shifts, ensuring efficient check-ins, check-outs, and attentive guest service.
- Assign daily responsibilities, coordinate breaks, and maintain appropriate desk coverage.
- Coach and train associates on service standards, hotel systems, payment procedures, and guest issue resolution.
- Handle escalated guest concerns, resolve issues within your authority, and communicate follow-up needs to management.
- Monitor arrivals, departures, room availability, special requests, and group activity.
- Coordinate with Housekeeping, Engineering, Reservations, and other departments regarding room readiness and guest needs.
- Verify compliance with billing, cash-handling, payment authorization, and shift reconciliation procedures.
- Review shift reports and communicate outstanding guest issues, billing discrepancies, and operational concerns.
- Maintain guest privacy and enforce identification, room-key, and security procedures.
- Support loyalty program recognition and communicate hotel amenities and services.
- Assist management with scheduling, performance feedback, and identifying training needs.
- Follow emergency procedures and promptly escalate safety or security concerns.
- Perform Front Desk Agent duties as needed to support the team.
What You’ll Bring
- Previous hotel front desk experience required; supervisory or lead experience strongly preferred.
- Working knowledge of hotel property management systems, front desk procedures, and payment processing.
- Strong leadership, communication, and guest service skills.
- Ability to coach associates, delegate work, and hold the team accountable to service standards.
- Sound judgment and a calm, professional approach to resolving concerns.
- Attention to detail and the ability to manage competing priorities.
- Flexibility to work scheduled shifts, including evenings, weekends, and holidays.
- Ability to perform essential duties, including prolonged standing, with or without reasonable accommodation.
Bring your hotel experience and leadership skills to our team. Apply today!
We are an equal opportunity employer and welcome applicants from all backgrounds.