Front Office Director: Guest Experience & Revenue Leader

Pyramid Global Hospitality; Naples (FL); On-site; USD 120,000 - 170,000; Full time

Job summary

Naples Grande Beach Resort, part of Pyramid Global Hospitality, seeks a Director of Front Office to lead all Front Office operations including Front Desk, Guest Services, Bell Services, and Concierge. You will drive guest satisfaction, staff development, and brand compliance while delivering seamless arrival and departure experiences.

The role requires 7–10 years of hotel operations experience with 3–5 years in a senior Front Office leadership role, preferably with Hilton-brand knowledge.

Qualifications

• 7–10 years of progressive hotel operations experience.
• 3–5 years in a senior Front Office leadership role.
• Experience managing large teams in a resort environment.
• Previous Hilton brand experience strongly preferred.

Responsibilities

• Provide strategic leadership to Front Office team and managers.
• Oversee daily operations of Front Desk, Guest Services, Bell Services, Concierge, and PBX.
• Develop and manage annual departmental budgets and labor costs.
• Collaborate with Revenue Management to maximize occupancy and revenue.
• Ensure compliance with Hilton brand standards and safety policies.

Skills

Leadership

Team development

Budget management

Guest service excellence

Strategic planning

Education

Bachelor's degree in Hospitality Management or Business Administration

Tools

OnQ Property Management System

Hilton Honors

GRO (Guest Relations Optimization)

Lobby Experience Platform

R&I (Reservations and Inventory)

Stay Experience Platform

LightStay

Medallia

Job description

Naples Grande Beach Resort, part of Pyramid Global Hospitality, seeks a Director of Front Office to lead all Front Office operations including Front Desk, Guest Services, Bell Services, and Concierge. You will drive guest satisfaction, staff development, and brand compliance while delivering seamless arrival and departure experiences.

The role requires 7–10 years of hotel operations experience with 3–5 years in a senior Front Office leadership role, preferably with Hilton-brand knowledge.