SUPERVISOR - ROOM GS

About the Role

We are looking for a highly motivated individual to join our Guest Services team as a Guest Services Supervisor at the DoubleTree by Hilton New York Downtown. The ideal candidate will use their engaging personality to set the example for the team on how to create a memorable first impression for our guests as they arrive and throughout their stay.

Responsibilities

• Operational Oversight & Compliance:
  • Supervise daily front office operations, ensuring shift-to-shift logistics, labor allocation, and employee breaks are managed in alignment with operational requirements.
  • Enforce rigorous financial controls, auditing cash drops, room adjustments, vouchers, and credit authorizations to guarantee team compliance with internal controls.
  • Maintain house bank custody, adhering strictly to standard operating procedures regarding cash handling, safe deposits, credit authorizations, and financial compliance.
  • Oversee inventory management and room readiness, coordinating directly with Housekeeping and Engineering leadership to manage VIP arrivals, group blocks, and maintenance workflows.
  • Maintain aesthetic and operational readiness of the lobby and reception areas, ensuring compliance with brand standards and property presentation guidelines.
• Team Leadership & Performance Management:
  • Direct, coach, and motivate Guest Services Agents, driving performance to ensure the team consistently meets or exceeds guest satisfaction targets and brand standards.
  • Facilitate onboarding and continuous training for frontline personnel, focusing on property management systems, standard operating procedures, and service recovery protocols.
  • Serve as the primary escalation point for complex guest service and billing inquiries, executing advanced service recovery strategies to protect brand loyalty.
  • Conduct shift briefings and performance reviews, ensuring critical operational intelligence, promotions, and safety protocols are systematically communicated to the team.
  • Perform administrative project workflows and other tasks as assigned by department leadership to meet evolving business needs.

Requirements

• Experience: Minimum of 2 years of progressive experience within front office operations or hospitality management, with prior supervisory or team leadership experience strongly preferred.
• Competencies: Demonstrated leadership capability, strong organizational acumen, advanced problem-solving skills, and deep familiarity with hotel administrative and financial systems.
• Communication: Sophisticated verbal and written communication skills with the ability to interface professionally with guests, team, and executive leadership.
• Schedule Commitments: Full flexibility to work various operational shifts, including mornings, evenings, nights, weekends, and holiday periods.

Pay

$25

About the Company

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, Axiom Hospitality, and PYRAMIDWORKS. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers.

About Our Property

At the DoubleTree by Hilton New York Downtown, we pride ourselves on being the best employer in the area. Our culture, full benefit plans, including 401k with a company match, and lucrative bonus programs set us apart. We are looking for talented people with a genuine passion for service, focusing on personal development and the success of our team members.