Front Desk Manager

BENCHMARK; Naples (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Naples Grande Beach Resort, part of Pyramid Global Hospitality, seeks a Front Office Manager to lead daily operations of the Front Office, Concierge, and Guest Services. You will uphold Hilton brand standards and drive guest satisfaction while partnering with other departments.

You will manage staff, train team members, handle VIP arrivals, and monitor guest feedback; experience with OnQ and Hilton systems is highly valued. Flexibility to work nights, weekends, and holidays is required.

Qualifications

• 3-5 years of Front Office leadership experience.
• Luxury resort or full-service hotel experience preferred.
• Previous Hilton experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in OnQ and Hilton operating systems.
• Ability to work flexible schedules including nights, weekends, and holidays

Responsibilities

• Manage daily Front Office operations and ensure service standards.
• Oversee arrival, departure, and guest service processes.
• Ensure proper room assignment, inventory control, and guest accounts.
• Coordinate with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage.
• Supervise Assistant Front Office Managers, Guest Service Managers, Supervisors, and Front Desk Agents.
• Handle elevated guest concerns and service recovery.
• Monitor guest satisfaction and upsell opportunities.

Skills

Front Office Leadership

Leadership

Communication

Problem Solving

Hilton Operating Systems

Tools

OnQ

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.

Currently undergoing the most significant transformation in its nearly four-decade history, Signia Hilton Naples Grande Beach Resort is being reimagined through a comprehensive resort-wide renovation set to redefine the guest experience. Updates will introduce redesigned guest rooms and suites, vibrant culinary offerings, destination-inspired experiences, premium wellness amenities, dynamic social and gathering spaces that encourage guest connection, along with Signia Hilton's warm, anticipatory service. Naples Grande Beach Resort is Set among lush mangrove forests on Florida’s Paradise Coast; Naples Grande Beach Resort is a 474-room retreat offering direct access to three miles of white sand beach. The iconic resort is currently undergoing a transformative, property-wide revitalization that will debut in early 2027, ushering in a new era of modern coastal luxury. The comprehensive reimagination will refresh guest accommodations, dining venues, public spaces and select meetings and event offerings while honoring the timeless beauty and the natural surroundings of Naples. The resort features more than 88,000 square feet of indoor and outdoor meeting and event space, multiple dining outlets and a full-service spa, making it a premier destination for leisure travelers, groups and special events.

Joining our team means becoming part of a close‑knit community that values teamwork, professionalism, and a passion for delivering outstanding service. We provide attractive benefits and comprehensive training programs to ensure that our employees have the skills and knowledge needed to excel in their roles.

If you are a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore the exciting career opportunities available at Naples Grande Beach Resort.

What you will have an opportunity to do

Reports To: Director of Front Office

The Front Office Manager is responsible for the daily operation of the Front Office, including Front Desk, Concierge, Bell Services, and PBX/Communications. This position ensures exceptional guest service, operational efficiency, team development, and compliance with Hilton brand standards while supporting the Director of Front Office in achieving departmental goals.

Essential Functions

• Manage daily Front Office operations and ensure service standards are consistently achieved.
• Oversee arrival, departure, and guest service processes.
• Ensure proper room assignment, inventory control, and guest account management.
• Coordinate closely with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage.

Team Leadership

• Supervise Assistant Front Office Managers, Guest Service Managers, Supervisors, and Front Desk Agents.
• Conduct training, coaching, and performance evaluations.
• Assist with recruitment, scheduling, and staffing plans.
• Promote a culture of accountability, engagement, and guest‑focused service.

Guest Experience

• Handle elevated guest concerns and service recovery situations.
• Ensure VIP arrivals, special requests, and guest preferences are executed accurately.
• Monitor guest satisfaction scores and implement improvement plans.
• Maintain a visible presence in the lobby and guest areas.

Hilton Systems & Compliance

• Maintain proficiency in Hilton systems including OnQ, Hilton Honors, GRO, Lobby Experience Platform, Stay Experience Platform, and Medallia.
• Ensure compliance with Hilton brand standards and operational procedures.
• Monitor loyalty enrollment and guest recognition programs.

Financial Responsibilities

• Manage departmental labor productivity and scheduling.
• Support room upgrade and upsell initiatives.
• Ensure compliance with cash handling and audit procedures.

What are we looking for?

• 3-5 years of Front Office leadership experience.
• Luxury resort or full‑service hotel experience preferred.
• Previous Hilton experience preferred.
• Strong leadership, communication, and problem‑solving skills.
• Proficiency in OnQ and Hilton operating systems.
• Ability to work flexible schedules including nights, weekends, and holidays

Success Measures

• Guest satisfaction scores.
• Hilton Honors enrollments.
• Upsell revenue performance.
• Labor productivity.
• Team member engagement and retention

Compensation: $0.00 - $0.00

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.