Front Desk Manager

Pyramid Burlington Management; North Carolina; On-site; USD 60,000 - 85,000; Full time

Job summary

Chatham Bars Inn, a Forbes Five-Star resort managed by Pyramid Global Hospitality, seeks a Front Desk Manager to lead guest service and staff across the Front Office, driving profitability and guest satisfaction on Cape Cod.

You will oversee scheduling, uphold service standards, coach team members, address guest concerns, and contribute to budgeting, while ensuring optimal occupancy and revenue growth.

Qualifications

• Guest service excellence is required.
• Leadership and staff supervision experience preferred.
• Experience with HR and training functions is a plus.

Responsibilities

• Operate Front Office scheduling and supervise Guest Service Agents, Concierge, PBX, and Bell/Valet staff.
• Maintain Forbes, Preferred Legend, and AAA service standards.
• Delegate duties to Front Office staff and ensure efficient work processes.
• Maximize room revenue and occupancy by controlling rates and availability on the day of arrival.
• Ensure proper staffing at all times in all Front Office areas.
• Uphold Leading Hotel Quality Standards, policies and procedures.
• Assist in compiling annual departmental operating budgets and control costs.
• Perform HR/training duties with guidance from Front Office Manager.
• Maintain high standards of personal hygiene, grooming, and professional conduct.
• Handle all guest complaints and comments related to the Front Office.

Skills

Guest service

Staff supervision

Scheduling

Budget control

HR & training

Disciplinary actions

Job description

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. The responsibilities include but are not limited to:

DESCRIPTION:

• 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 departme

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. Guests of the Inn are able to experience a series of authentic, first‑hand Cape Cod experiences such as private cabana rentals along the Inn's private 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.