Front Office Executive: Guest Experience & Operations

BENCHMARK; Naples (FL); On-site; USD 120,000 - 160,000; Full time

Job summary

Pyramid Global Hospitality seeks a Director of Front Office to lead Front Desk, Guest Services, Bell Services, Concierge, and PBX. You will drive exceptional guest experiences, optimize revenue, and ensure brand compliance while collaborating with all departments to deliver seamless service.

The role requires strong leadership, coaching, and operational excellence across the Front Office, with a focus on staffing, training, and performance management to maximize profitability and guest

Responsibilities

• Provide strategic leadership and direction to all Front Office team members and managers.
• Recruit, train, mentor, and develop department leaders and hourly team members.
• Conduct performance evaluations, coaching sessions, and succession planning initiatives.
• Foster a positive work environment focused on engagement, accountability, and service excellence.
• Ensure departmental staffing levels align with business demands and labor productivity goals.
• Champion exceptional guest service standards and hospitality experiences.
• Personally interact with guests to ensure satisfaction and build guest loyalty.
• Resolve guest concerns promptly and professionally while empowering team members to recover service opportunities.
• Monitor guest satisfaction scores, online reviews, and guest feedback, implementing action plans for continuous improvement.
• Ensure special requests and guest preferences are communicated and executed effectively.
• Oversee daily operations of Front Desk, Guest Services, Bell Services, Concierge, and PBX/Communications.
• Ensure compliance with all company, brand, and regulatory standards.
• Maintain efficient arrival and departure processes while minimizing wait times.
• Develop and maintain departmental policies, procedures, and service standards.
• Coordinate closely with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage departments.
• Ensure accurate room inventory management, room assignment procedures, and guest account administration.

Skills

Leadership

Team Management

Guest Service

Operations Management

Financial Management

Revenue Management

Safety Compliance

Job description

Pyramid Global Hospitality seeks a Director of Front Office to lead Front Desk, Guest Services, Bell Services, Concierge, and PBX. You will drive exceptional guest experiences, optimize revenue, and ensure brand compliance while collaborating with all departments to deliver seamless service.

The role requires strong leadership, coaching, and operational excellence across the Front Office, with a focus on staffing, training, and performance management to maximize profitability and guest