Director of Front Office

BENCHMARK; Naples (FL); On-site; USD 120,000 - 160,000; Full time

Job summary

Pyramid Global Hospitality seeks a Director of Front Office to lead Front Desk, Guest Services, Bell Services, Concierge, and PBX. You will drive exceptional guest experiences, optimize revenue, and ensure brand compliance while collaborating with all departments to deliver seamless service.

The role requires strong leadership, coaching, and operational excellence across the Front Office, with a focus on staffing, training, and performance management to maximize profitability and guest

Responsibilities

• Provide strategic leadership and direction to all Front Office team members and managers.
• Recruit, train, mentor, and develop department leaders and hourly team members.
• Conduct performance evaluations, coaching sessions, and succession planning initiatives.
• Foster a positive work environment focused on engagement, accountability, and service excellence.
• Ensure departmental staffing levels align with business demands and labor productivity goals.
• Champion exceptional guest service standards and hospitality experiences.
• Personally interact with guests to ensure satisfaction and build guest loyalty.
• Resolve guest concerns promptly and professionally while empowering team members to recover service opportunities.
• Monitor guest satisfaction scores, online reviews, and guest feedback, implementing action plans for continuous improvement.
• Ensure special requests and guest preferences are communicated and executed effectively.
• Oversee daily operations of Front Desk, Guest Services, Bell Services, Concierge, and PBX/Communications.
• Ensure compliance with all company, brand, and regulatory standards.
• Maintain efficient arrival and departure processes while minimizing wait times.
• Develop and maintain departmental policies, procedures, and service standards.
• Coordinate closely with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage departments.
• Ensure accurate room inventory management, room assignment procedures, and guest account administration.

Skills

Leadership

Team Management

Guest Service

Operations Management

Financial Management

Revenue Management

Safety Compliance

Job description

The Director of Front Office is responsible for the overall leadership, management, and performance of all Front Office operations, including Front Desk, Guest Services, Bell Services, Concierge, and PBX/Communications. This position ensures exceptional guest satisfaction, operational efficiency, revenue optimization, and compliance with brand and company standards while fostering a culture of hospitality excellence. The Director of Front Office works collaboratively with all departments to deliver seamless guest experience throughout the resort while maintaining the highest standards of service, professionalism, and operational effectiveness.

Essential Functions

Leadership & Team Management

• Provide strategic leadership and direction to all Front Office team members and managers.
• Recruit, train, mentor, and develop department leaders and hourly team members.
• Conduct performance evaluations, coaching sessions, and succession planning initiatives.
• Foster a positive work environment focused on engagement, accountability, and service excellence.
• Ensure departmental staffing levels align with business demands and labor productivity goals.

Guest Experience

• Champion exceptional guest service standards and hospitality experiences.
• Personally interact with guests to ensure satisfaction and build guest loyalty.
• Resolve guest concerns promptly and professionally while empowering team members to recover service opportunities.
• Monitor guest satisfaction scores, online reviews, and guest feedback, implementing action plans for continuous improvement.
• Ensure special requests and guest preferences are communicated and executed effectively.

Operations Management

• Oversee daily operations of:
  • Front Desk
  • Guest Services
  • Bell Services
  • Concierge
  • PBX/Communications
• Ensure compliance with all company, brand, and regulatory standards.
• Maintain efficient arrival and departure processes while minimizing wait times.
• Develop and maintain departmental policies, procedures, and service standards.
• Coordinate closely with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage departments.
• Ensure accurate room inventory management, room assignment procedures, and guest account administration.
• Maintain expert knowledge and utilization of Hilton systems including:
  • OnQ Property Management System
  • Hilton Honors
  • GRO (Guest Relations Optimization)
  • Lobby Experience Platform
  • R&I (Reservations and Inventory)
  • Stay Experience Platform
  • LightStay
  • Medallia Guest Satisfaction Platform
• Ensure all Front Office team members are properly trained and compliant with Hilton brand standards, service initiatives, and operational requirements.

Financial Management

• Develop and manage annual departmental budgets.
• Monitor labor costs, productivity metrics, and operating expenses.
• Analyze financial reports and implement strategies to improve profitability and efficiency.
• Drive room upgrade and upselling initiatives to maximize revenue opportunities.
• Ensure accurate cash handling, audit compliance, and revenue controls.

Revenue & Performance Management

• Partner with Revenue Management to maximize occupancy and room revenue.
• Monitor room inventory, overbooking strategies, and guest placement procedures.
• Analyze guest service trends and operational metrics to improve performance.
• Track and achieve departmental KPIs including:
  • Guest Satisfaction Scores
  • Hilton SALT/Medallia Scores
  • Hilton Honors Enrollment Goals
  • Upsell Revenue
  • Service Recovery Metrics
  • Labor Productivity
  • Employee Engagement Scores

Safety & Compliance

• Ensure compliance with all federal, state, and local regulations.
• Maintain security awareness and emergency response preparedness.
• Lead departmental safety initiatives and training programs.
• Ensure adherence to cash handling, PCI compliance, Hilton brand requirements, and guest privacy standards.

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, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands‑on approach focused on exceptional service, operational excellence, and long‑term partnerships. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.