Boutique Front Office Leader: Elevate Guest Experience

BENCHMARK; Newport (RI); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

401(k) with company match

Bonus programs

Job summary

Wayfinder Newport by Pyramid Global Hospitality is seeking a Front Office Manager to lead guest-focused operations with warmth and professionalism in Newport, Rhode Island.

You will manage check-ins, VIP arrivals, and guest feedback, while coaching Front Desk and Bell teams and maintaining brand standards. The role requires 3–5 years of leadership, a college degree preferred, and flexibility to work nights, weekends, or holidays.

Qualifications

• 3-5 years experience leading a Front Office team in a service focused hotel or resort environment.
• Available to work a flexible schedule to include nights, weekends and holidays based on business needs.
• A passion for hospitality and boutique-style service.
• An outgoing and engaging personality.
• Strong leadership with a hands-on, people-first approach.

Responsibilities

• Lead Front Office operations and set the tone for a memorable “Wanderlust” guest experience.
• Deliver personalized, engaging service and model exceptional hospitality on the floor.
• Assist with guest check-ins, ensuring accurate information, credit authorization, and fulfillment of special requests.
• Oversee VIP, group, and loyalty guest arrivals to ensure elevated experiences.
• Proactively resolve guest concerns and “WOW” guests through effective service recovery.
• Manage guest feedback platforms (reviews, surveys) and lead action plans for continuous improvement.
• Recruit, interview, and develop Front Desk and Bell team members.
• Support team growth through coaching, performance reviews, career development, recognition, and engagement programs.
• Ensure brand standards, SOPs, and system accuracy are consistently maintained.
• Foster a positive, inclusive workplace culture that supports engagement and retention.
• Lead daily briefings and shift handovers to align teams on priorities and VIPs.
• Oversee daily Front Office operations to ensure smooth and efficient service delivery.
• Maintain accuracy in PMS, POS, and reservation systems.
• Schedule staff effectively based on forecasted occupancy and business needs.
• Partner with Housekeeping, Maintenance, and Revenue Management to ensure smooth operations and strong performance.
• Support the hotel’s financial performance by managing labor costs and expenses.
• Oversee cash handling procedures, audits, and compliance with internal controls.

Skills

Front Office Leadership

Guest Service

PMS proficiency

Staff Coaching

Communication

Education

College degree preferred

Tools

PMS systems

Job description

Wayfinder Newport by Pyramid Global Hospitality is seeking a Front Office Manager to lead guest-focused operations with warmth and professionalism in Newport, Rhode Island.

You will manage check-ins, VIP arrivals, and guest feedback, while coaching Front Desk and Bell teams and maintaining brand standards. The role requires 3–5 years of leadership, a college degree preferred, and flexibility to work nights, weekends, or holidays.