Front Desk Supervisor - Wyndham Grand Pittsburgh

About the role

Wyndham Grand Pittsburgh Downtown is looking for an experienced Front Desk Supervisor to lead its front desk team and create guests' first and lasting impressions. The supervisor guides daily front desk operations, supports associates and delivers exceptional guest service, keeping the team organized during busy shifts.

Key responsibilities

• 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 authority and communicate follow-up needs to management.
• Monitor arrivals, departures, room availability, special requests and group activities.
• Coordinate with Housekeeping, Engineering, Reservations and other departments on 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 training needs.
• Follow emergency procedures, escalate safety or security concerns and perform Front Desk Agent duties as needed.

Required profile

• Previous hotel front desk experience required; supervisory or lead experience strongly preferred.
• Strong leadership, communication and guest service skills.
• Ability to coach, delegate and hold the team accountable to service standards.
• Sound judgment and a calm, professional approach to resolving concerns.
• Attention to detail and ability to manage competing priorities.
• Flexibility to work scheduled shifts, including evenings, weekends and holidays.
• Ability to perform essential duties such as prolonged standing, with or without reasonable accommodation.

Required skills

• Working knowledge of hotel property management systems.
• Knowledge of front desk procedures and payment processing.