Front Office Manager

Pyramid Global Hospitality; Burlington (MA); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

401k with company match

Bonus programs

Job summary

Pyramid Global Hospitality is seeking a Front Office Manager for the Boston Marriott Burlington to lead a high-volume front desk team and ensure outstanding guest experiences.

You will oversee check-in/out, guest services, and related operations, drive service excellence, and manage scheduling, training, and performance. Proficiency with Marriott systems and a flexible schedule are required.

Qualifications

• 3+ years of hotel/front office leadership experience.
• Previous supervisory or management experience required.
• Strong knowledge of front desk operations and guest service standards.
• Proficiency with Marriott hotel systems.

Responsibilities

• Lead, coach, and develop the Front Office team, including supervisors and agents.
• Foster a positive, service-driven culture aligned with resort values.
• Conduct training, performance management, and scheduling.
• Ensure coverage for a 24/7 operation including nights, weekends, and holidays.
• Oversee daily front office operations including check-in/out, room assignments, and cash handling.
• Monitor and improve key performance metrics (GSS scores, upsell revenue, occupancy readiness).
• Collaborate closely with Housekeeping, Engineering, and F&B to ensure seamless operations.
• Manage labor costs, payroll, and departmental budgets.
• Ensure adherence to SOPs, brand standards, and safety protocols.
• Maintain accurate guest records, billing, and reporting.
• Oversee training on PMS and front office systems.

Skills

Leadership

Guest service

Communication

Problem solving

Marriott systems

Tools

Marriott systems

Job description

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.

About Our Property

At the Boston Marriott Burlington, we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Global Hospitality at the Boston Marriott Burlington can mean for you!

What You Will Have An Opportunity To Do

The Front Office Manager is responsible for leading all front office operations, ensuring an exceptional arrival and departure experience for every guest. This role oversees the Front Desk, Guest Services and related functions while driving service excellence, team engagement, and operational efficiency.

Job Description

Key Responsibilities

• Leadership & Team Management
• Lead, coach, and develop the Front Office team, including supervisors and agents
• Foster a positive, service-driven culture aligned with resort values
• Conduct training, performance management, and scheduling
• Ensure coverage for a 24/7 operation including nights, weekends, and holidays

Guest Experience

• Deliver and uphold exceptional guest service standards
• Resolve guest concerns promptly and professionally, creating "WOW" recovery moments
• Ensure VIP arrivals, special requests, and repeat guest recognition are executed flawlessly
• Act as Manager on Duty as needed

Operations & Financial Performance

• Oversee daily front office operations including check-in/out, room assignments, and cash handling
• Collaborate closely with Housekeeping, Engineering, and F&B to ensure seamless operations
• Monitor and improve key performance metrics (GSS scores, upsell revenue, occupancy readiness)
• Manage labor costs, payroll, and departmental budgets

Systems & Compliance

• Ensure adherence to SOPs, brand standards, and safety protocols
• Maintain accurate guest records, billing, and reporting
• Oversee training on PMS and front office systems

What are we looking for?

• 3+ years of hotel/resort front office leadership experience
• Previous supervisory or management experience required
• Strong knowledge of front desk operations and guest service standards
• Excellent leadership, communication, and problem-solving skillsAbility to thrive in a fast-paced, high-guest-volume environment
• Proficiency with Marriott hotel systems
• Flexible schedule including weekends and holidays

Compensation

$75,000
$85,000

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.