Director of Front Office

BENCHMARK; United States; On-site; USD 80,000 - 95,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Department Head, Director of Front Office, to lead all Front Office operations with a focus on exceptional guest service and Forbes standards. You will supervise Front Desk, Guest Services, and Night Audit, and collaborate with the Resort Manager to ensure smooth arrivals and seamless guest experiences.

Responsibilities include hiring, training, payroll oversight, and maintaining high standards of cleanliness and hospitality.

Qualifications

• Experience leading Front Office operations in a luxury hotel.
• Strong customer service mindset and Forbes standards knowledge.
• Ability to manage payroll and vendor relationships.

Responsibilities

• Oversee Front Desk, Guest Services, and Night Audit staff.
• Direct hiring, training, and performance reviews.
• Ensure Forbes service standards are met at all times.
• Coordinate with Resort Manager and other departments.

Skills

Front Office Leadership

Staff Training

Guest Services

Budget & Payroll

Emergency Procedures

Education

Hospitality Management degree

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:

We invite you to become part of our crew at one of the most desirable destinations on the Eastern Shore, the Inn at Perry Cabin. A Forbes 4-star historical gem tucked away on acres of privacy along the serene Miles River in St. Michaels, Maryland, the Inn at Perry Cabin encompasses genuine hospitality with a strong sense of nautical heritage. Our luxury resort provides a unique and authentic Chesapeake Bay experience and has been recognized as a top resort in the Mid-Atlantic by Condé Nast and Travel + Leisure. Providing upscale amenities such as Links at Perry Cabin (our exclusive Pete Dye-designed golf course), the Spa at Perry Cabin (our therapeutic oasis), and a Fleet of five sailboats, including the historic 1902 Skipjack, Stanley Norman, and a stately 55-foot Hinckley Yacht, Inn at Perry Cabin is one of the most desirable and unforgettable places to work on the Eastern Shore. Adding to the charm of the resort is a zero‑edge swimming pool, lush gardens maintained by our on‑property horticulturist, complementary bicycles, kayaks and paddleboards, and a unique array of resort activities. As a member of our crew, you will work with the BEST. Our team of diverse and passionate professionals enjoy an environment that fosters growth and encouragement in all they do. Our culture is supported by our Pillars: Service, Teamwork, Professionalism & Respect, Integrity, and Delivering Results. Our INN Crew share the goal of providing exceptional service and creating lasting memories for all guests of the Inn.

* What you will have an opportunity to do:

JOB SUMMARY As a Department Head, the Director of Front Office will lead all Front Office operations, while providing efficient, friendly, and excellent customer service at all times; maintain a clean, professional, top quality Front Office in accordance with hotel standards. Ensure the highest caliber of service is being offered to all guests, so that their arrival experience is pleasurable and informative. While no job description can possibly provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.

ESSENTIAL JOB FUNCTIONS

• Oversee, lead and assist all, Front Desk Supervisors, Front Desk Agents, Night Audit, Guest Services, and liaison with third party company for Door Staff, Valets, Bell staff to ensure orderly workflow, maximum service to all guests and that hotel standards are being maintained.
• Directly lead Front Office, Guest Services and Night Audit staff; interview, hire and train new staff; conduct performance appraisals.
• Provide performance feedback to the third-party valet, door and bell staff vendor.
• Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner; introduce guests personally to front desk agents.
• Ensure guests’ luggage, storage and deliveries are smooth.
• Anticipate and lead guest recovery efforts.
• Escort VIPs to rooms whenever possible.
• Manage the traffic flow, both human and vehicular; help to direct guest service manpower to the appropriate area to ensure attentive coverage in the circle, at the door, and in the lobby.
• Ensure the cleanliness and tidiness of the lobby areas, front drive, front desk, bell stand, and bell closet, keeping them all in peak shape.
• Coach and counsel front office, guest services, and night audit staff to correct any inappropriate behavior or sub‑standard performance.
• Address immediate concerns with 3rd party vendor for bell, door or valet staff.
• Oversee payroll including accurate timeclock procedures.
• Ensure room deliveries are fluid.
• Ensure proper town car usage.
• Ensure proper maintenance of vehicles.
• Oversee the maintenance and cleanliness of the bell carts.
• Practice attentive hospitality to Forbes standards at all times.
• Oversee schedules, assign duties for shifts; including opening and closing of shift procedures.
• Ensure operations proceed smoothly in conjunction with arrivals/departures and occupancy level of the hotel.
• Coordinate and remain in close communication with the Resort Manager, group coordinators, reservations, engineering and housekeeping departments.
• Review and analyze daily balance summaries, current room status reports and incoming arrival reports.
• Attending planning and organizational meetings; monitor payroll, operation and supply costs.
• Review financial statements, understand impact of decisions on financial outcomes.
• Monitor and maintain inventory of front office supplies.
• Monitor, maintain and control front desk cash, room keys, guest confidentiality.
• Review and update front office manuals; recommend, establish and implement front office policy and procedure.
• Create training checklists, processes and training plans.
• Ensure accountability to training and employee development.
• Interview, hire and train new staff; conduct performance appraisals of designated staff.
• New hire and on‑going training on Forbes service standards, including implementation of department training tools, tracking, and spot checking to ensure adherence to service standards.
• Ensures training and adherence to Preferred Hotel and Resorts loyalty programs and service standards.
• Maintain knowledge of hotel features/services, outlets, hours of operation, etc.
• Achieve objectives through direction and delegation.
• Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
• Ensures safe work practices are followed.
• Be an ambassador of the hotel and the company at all times; in and outside of the workplace.
• Support Total Quality Management (TQM) principles; strive to continuously improve.
• Ensure by example that the Perry Cabin Resorts and Golf culture and history is known.
• Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Be knowledgeable of, implement, communicate, and comply with policies of Perry Cabin Resorts and Hotels, Preferred Hotels and Resorts and Capital properties.
• Maintain confidentiality and security of all guests and general hotel information.
• Ensure PCI compliance.
• Participate in hotel sponsored team events, trainings, and mandatory meetings.
• Assist in other areas as needed.

SUPERVISORY RESPONSIBILITIES

• Night Auditors, Front Desk Supervisors, Front Desk Agents, Guest Services Supervisor, Guest Service Agents, Valet, and Bell Services.

What are we looking for?

Compensation: $80000 - $95000

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.

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.