Front Desk Manager

Pyramid Cape Cod Management LLC; Chatham (MA); On-site; USD 56,000 - 68,000; Full time

Job summary

Pyramid Global Hospitality seeks a Front Desk Manager to lead the Front Office team at Chatham Bars Inn in Massachusetts. You will supervise Guest Service Agents, Concierge, PBX, and Bell/Valet staff, ensuring Forbes/AAA standards are met and guest satisfaction remains the top priority.

You will work on optimizing room revenue and occupancy, manage staffing, budgeting, and training, and collaborate with other departments to deliver an exceptional guest experience.

Qualifications

• Front office management experience in a luxury hotel setting.
• Strong guest service standards and leadership abilities.
• Ability to train, coach and supervise front desk staff.
• Excellent communication and organizational skills.
• Proven track record of improving room revenue and occupancy.
• Proficient in coordinating with other departments.

Responsibilities

• Oversee Front Office operations, including Guest Service Agents, Concierge, PBX and Bell/Valet.
• Refresh and enforce Forbes/AAA service standards daily.
• Delegate duties to FO staff and ensure efficient workflows.
• Maximize room revenue and occupancy through rate and availability control.
• Ensure staffing levels meet operational needs across FO areas.
• Maintain high standards of grooming, behavior and service quality.
• Assist in budgeting and cost control for the department.
• Lead HR and training functions for Front Office personnel.
• Handle guest complaints with tact and effective resolution.
• Coordinate with other departments to ensure seamless guest experience.
• Perform additional duties as required by Front Office/Resort leadership.

Skills

Front Office

Supervisory Experience

Guest Service

Leadership

Multi-tasking

Communication Skills

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:

Located along the shores of Chatham, Massachusetts, Chatham Bars Inn, a Forbes Five-Star resort, stands as a timeless beacon of hospitality, blending rich history with modern luxury on 25 oceanfront acres. With over a century of heritage, the Inn has captivated visitors with panoramic ocean views, impeccable service, and a commitment to preserving the essence of New England charm. The Inn has 217 rooms and suites, from the historic Main Inn to dozens of cottage-style buildings with flower-lined brick walkways and breathtaking views. Chatham Bars Inn is one of Cape Cod's most beloved destinations for family vacations, romantic getaways, and corporate retreats. GuestsoftheInnareabletoexperienceaseriesofauthentic,first‑handCapeCodexperiencessuchasprivatecabanarentalsalongtheInn’sprivate quarter‑mile beach, an oceanfront pool, complimentary bike rentals, private bonfires, tennis courts, a full‑service spa, and supervised Kids Crew sessions. The nearby 8‑acre Chatham Bars Inn Farm provides the Inn’s restaurants with over 100,000 pounds of produce seasonally and offers popular outdoor farm‑to‑table dinners at the farm each week. Beyond its picturesque setting and luxurious accommodations, Chatham Bars Inn is renowned for its culinary program. The resort has six different dining options, each offering a unique culinary experience showcasing the freshest local ingredients and innovative flavor. From its historic origins to its modern amenities and exquisite dining, the Inn continues to attract visitors with its charm, elegance, and unwavering dedication to excellence.

#PGH-CBI

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.

What you will have an opportunity to do:

The role of Front Desk Manager is to provide guest service, staff supervision and direction in accordance with the objectives set forth by the Resort in maintaining all aspects of the Front Office department.

• Operate the Front Office properly, efficiently (includes scheduling) and with profitability, which includes overseeing Guest Service Agents, Concierge, PBX, and Bell/Valet Staff members.
• Ensure that the Chatham Bars Inn service standards, to include Forbes, Preferred Legend, and AAA, are continuously refreshed, maintained and used effectively on a daily basis
• Delegate duties and responsibilities to subordinate Front Office colleagues and ensure that work processes are in a logical order
• Maximize room revenue and occupancy by effectively controlling rates and availability (on the day of guest arrival)
• Ensure proper staffing at all times in all FO areas
• Ensure that Leading Hotel Quality Standards, policies and procedures are properly understood and followed through among Front Office colleagues
• Assist in compiling annual departmental operating budgets control departmental costs to ensure spending is within budget
• Perform certain aspects of human resources and training functions, including hiring, training, coaching, counseling, disciplinary actions, etc. along side the Front Office Managers direction.
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff, including self
• Handle all guest complaints and comments relating to the department tactfully
• Cooperate and coordinate teamwork with other departments
• Perform any other reasonable duties as required by the Front Office Manager or Resort Manager

REQUIREMENTS:

• Minimum of 2 years front office and/or supervisory experience, preferably in luxury hotel setting
• Demonstrated management skills
• Superior customer service skills
• Demonstrated leadership skills
• Ability to multi-task
• Strong attention to detail and organization
• Sound accounting background, needs to have ability to train subordinate staff in this area
• Excellent computer skills
• Ability to work closely and cohesively with other department managers to ensure optimum guest satisfaction
• Able to work holidays and weekends
• Can stand for long periods of time

Compensation: $62,000 - $62,000

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.