Director of Front Office

BENCHMARK; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Pyramid Global Hospitality seeks a Front Office Manager for Saddlebrook Resort, a premier meeting and vacation destination. Lead Front Office operations spanning Front Desk, Guest Services, Bell/Valet, and overall arrival/departure experience to deliver exceptional guest satisfaction and financial accountability.

You will guide a high-performing team, maintain service excellence, and partner with Revenue Management, Housekeeping, and Engineering to ensure operational alignment, safety, and guest

Qualifications

• 3–5 years of Front Office leadership in a hotel or resort
• PMS experience required; Opera preferred
• Demonstrated ability to lead teams and drive service excellence
• Strong communication, organizational, and problem-solving skills
• Ability to work evenings, weekends, and holidays

Responsibilities

• Lead daily Front Office operations to ensure a seamless guest experience
• Be a visible leader in the lobby and arrival areas, engaging with guests
• Resolve guest concerns promptly and uphold brand standards
• Oversee room inventory, rates, and guest profiles with accuracy
• Collaborate with departments to ensure operational alignment and safety compliance

Skills

Front Office leadership

PMS experience

Guest issue resolution

Communication skills

Flexible scheduling

Tools

Opera

Job description

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.

About our property

The award‑winning, 480-acre Saddlebrook Resort has made a name for itself as a premier meeting and vacation destination, as well as one of the nation’s preeminent athletic training facilities. Purposely planned as a car‑free Walking Village, the resort setting allows guests to easily walk everywhere, surrounded by lagoons and cypress trees. Families and groups visiting our upscale hotel near Tampa, Florida, may choose from 495 rooms and suites with a total of 800 bedrooms, clustered around nine serene courtyards complete with gardens, stone benches, stone paver walkways and native Florida landscaping. Exceptional restaurants and lounges, two golf courses, multiple tennis courts and more complete our offerings.

What you will have an opportunity to do

The Front Office Manager is responsible for leading all Front Office operations, including Front Desk, Guest Services, Bell/Valet coordination (if applicable), and the overall arrival and departure experience. This role ensures exceptional guest satisfaction, operational excellence, financial accountability, and team engagement, while consistently delivering on Pyramid Global Hospitality’s People First, Integrity, and Excellence values. The Front Office Manager plays a key leadership role in setting the tone for the guest journey and developing a service‑driven, high‑performing team.

Essential Responsibilities

• Guest Experience & Service Excellence; lead and oversee daily Front Office operations to ensure a seamless, welcoming, and professional guest experience
• Serve as a visible leader in the lobby and arrival areas, actively engaging with guests and resolving concerns
• Handle guest escalations promptly and effectively, ensuring service recovery aligns with brand standards
• Ensure all service standards, brand expectations, and resort policies are consistently followed
• Leadership & Team Development; recruit, train, coach, and develop Front Office associates to deliver consistent service excellence
• Foster a People First culture that emphasizes respect, engagement, accountability, and recognition
• Conduct regular performance feedback, coaching, and documentation in partnership with Human Resources
• Create effective schedules to meet business demands while controlling labor costs
• Operational & Financial Oversight; oversee daily cash handling, shift balancing, and audit readiness
• Ensure accuracy of room inventory, rates, arrivals, departures, and guest profiles
• Monitor KPIs including guest satisfaction scores, labor productivity, upsell performance, and service recovery trends
• Partner with Revenue Management, Housekeeping, and Engineering to ensure operational alignment
• Enforce policies related to safety, security, and compliance
• Collaboration & Communication; work closely with Housekeeping to ensure room readiness and accurate status reporting
• Partner with Sales and Events on group arrivals, VIP coordination, and special requests
• Communicate effectively with Security regarding guest safety and incident management
• Maintain open communication with senior leadership regarding operational risks and opportunities

Qualifications Required

• Minimum 3–5 years of Front Office leadership experience in a hotel or resort environment
• Strong working knowledge of Front Office systems (PMS experience required; Opera preferred)
• Proven ability to lead teams, manage guest issues, and drive service excellence
• Strong communication, organizational, and problem‑solving skills
• Ability to work flexible schedules, including evenings, weekends, and holidays

Preferred

• Resort or luxury hospitality experience
• Experience working in a multi‑outlet, high‑volume environment
• Prior experience managing union or diverse workforces
• Familiarity with Pyramid Global Hospitality standards and systems

Core Competencies (Game Changer Behaviors)

• People First – Leads with empathy, respect, and inclusivity; develops and supports associates through coaching and feedback
• Integrity – Demonstrates honesty, accountability, and sound judgment; upholds policies, procedures, and ethical standards consistently
• Excellence – Drives high standards of service and operational execution; uses data and feedback to continuously improve performance

Leadership & Communication

• Inspires trust and teamwork
• Communicates clearly with guests, associates, and leaders

Physical & Work Requirements

• Ability to stand and walk for extended periods
• Ability to lift up to 25 pounds occasionally
• Ability to work in a fast‑paced, guest‑facing environment

Why Join Pyramid Global Hospitality?

At Pyramid Global Hospitality, we believe in putting people first, investing in our teams, and creating environments where associates can thrive and grow. Saddlebrook Resort offers an exciting opportunity to be part of a Game Changers culture during a dynamic period of growth and transformation.

Compensation

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

This statement is repeated copy: 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.