Front Office Leader: Guest Experience & Team Excellence

BENCHMARK; Tampa (FL); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Pyramid Global Hospitality in the Tampa Bay area is seeking a Front Office Manager to lead all Front Office operations at Saddlebrook Resort. The role focuses on delivering exceptional guest experiences, operational excellence, and financial accountability while upholding Pyramid's People First values.

You will supervise Front Desk, Guest Services, and Bell/Valet coordination, coach teams, and drive service standards, guest satisfaction, and revenue-focused initiatives within a fast-paced,

Qualifications

• Minimum 3–5 years of Front Office leadership experience in a hotel or resort environment.
• Strong working knowledge of Front Office systems (PMS experience required; Opera preferred).
• Proven ability to lead teams, manage guest issues, and drive service excellence.
• Strong communication, organizational, and problem-solving skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Responsibilities

• Lead all Front Office operations, including Front Desk, Guest Services, Bell/Valet coordination, and the overall arrival and departure experience.
• Act as a visible lobby leader, engaging with guests and resolving concerns.
• Handle guest escalations promptly, ensuring service recovery aligns with brand standards.
• Enforce service standards and brand policies across the team.
• Recruit, train, coach, and develop Front Office associates to deliver consistent service excellence.
• Foster a People First culture with respect, engagement, accountability, and recognition.
• Provide regular performance feedback and coaching with HR.
• Create schedules to meet business needs while controlling labor costs.
• Oversee daily cash handling, shift balancing, and audit readiness.
• Ensure accurate room inventory, rates, arrivals, and guest profiles.

Skills

Front Office leadership

Guest service

Problem solving

Tools

PMS (Opera)

Job description

Pyramid Global Hospitality in the Tampa Bay area is seeking a Front Office Manager to lead all Front Office operations at Saddlebrook Resort. The role focuses on delivering exceptional guest experiences, operational excellence, and financial accountability while upholding Pyramid's People First values.

You will supervise Front Desk, Guest Services, and Bell/Valet coordination, coach teams, and drive service standards, guest satisfaction, and revenue-focused initiatives within a fast-paced,