Front Office & Guest Experience Leader

BENCHMARK; United States; On-site; USD 52,000 - 73,000; Full time

Benefits offered by this job

Medical insurance

401(k) with employer match

Paid time off

Discounts across portfolio

Job summary

Pyramid Global Hospitality is seeking a Front Office Manager to oversee the front desk and guest services, ensuring smooth check-in/check-out and exceptional guest experiences across our properties. You will lead, coach, and schedule front office staff while driving revenue and service goals in alignment with brand standards.

The role requires strong PMS knowledge and a track record in hospitality leadership, with a focus on guest satisfaction, team development, and cross-department

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 3 years of hotel front office experience.
• At least 1 year of supervisory or management experience.
• Strong knowledge of hotel property management systems (PMS).
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in Microsoft Office Suite.
• Preferred experience with Opera, Workday, or other hospitality management systems.
• Luxury or upscale hotel experience.
• Bilingual abilities are a plus.

Responsibilities

• Create a welcoming and professional environment for all guests.
• Resolve guest concerns, complaints, and special requests in a timely and effective manner.
• Ensure exceptional service standards are consistently delivered.
• Monitor guest feedback and implement service improvement initiatives.
• Oversee daily front office operations, including front desk, guest services, and night audit functions.
• Ensure accurate and efficient check-in and check-out processes.
• Manage room inventory, reservations, and room assignments in collaboration with housekeeping and revenue management teams.
• Maintain compliance with company policies, procedures, and safety standards.
• Recruit, train, coach, and develop front office associates.
• Create employee schedules and manage labor costs.
• Conduct performance evaluations and provide ongoing feedback.
• Foster a positive and collaborative team culture focused on guest satisfaction.
• Monitor and control departmental expenses.
• Review daily reports, occupancy forecasts, and revenue metrics.
• Ensure accurate cash handling, billing, and financial reporting procedures.
• Assist in achieving departmental and property revenue goals.
• Partner with Housekeeping, Sales, Engineering, Food & Beverage, and other departments to ensure seamless hotel operations.
• Participate in management meetings and contribute to strategic planning initiatives.
• Support special events, VIP arrivals, and group business as needed.

Skills

Leadership

Guest service

Communication

Problem solving

Staff development

Budgeting

Education

Bachelor's degree in Hospitality Management

Tools

Opera PMS

Workday

Job description

Pyramid Global Hospitality is seeking a Front Office Manager to oversee the front desk and guest services, ensuring smooth check-in/check-out and exceptional guest experiences across our properties. You will lead, coach, and schedule front office staff while driving revenue and service goals in alignment with brand standards.

The role requires strong PMS knowledge and a track record in hospitality leadership, with a focus on guest satisfaction, team development, and cross-department