Front Office Manager

Pyramid Global Hospitality; Kennebunkport (ME); On-site; USD 34,000 - 41,000; Full time

Job summary

The Colony Hotel, part of Pyramid Global Hospitality, is seeking a Front Office Manager to lead the front desk team and drive CARE! service across guest interactions.

You will oversee the front office, bell, concierge, and reservations functions while coordinating with related departments to deliver smooth operations and memorable stays. We expect at least 5 years of Front Office leadership in a service-focused hotel or resort, strong computer and PMS skills, and a commitment to a flexible

Qualifications

• Strong verbal and written communication abilities are essential.
• Experience in leading a Front Office team in a hotel or resort.
• Ability to work a flexible schedule including mornings, nights, weekends, and holidays.
• Proven track record of delivering CARE! service and guest satisfaction.

Responsibilities

• Develops and implements front office, bell, concierge, reservations, and van service strategies.
• Manages front office operations and related areas, ensuring accuracy in billing and reports.
• Leads weekly rooms revenue meetings and collaborates with Sales, Catering, Housekeeping, and Maintenance.
• Recruits, trains, and coaches staff to meet performance and service goals.
• Creates staffing forecasts and ensures the team delivers exceptional guest experiences.

Skills

Communication skills

Team leadership

Adaptability

Customer service mindset

Stamina

Tools

PMS 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

Welcome to The Colony Hotel in the picturesque setting of Maine, proudly part of the Pyramid Global Hospitality portfolio.

Offering 140 charming guest rooms and 10,000 sq ft of versatile meeting space, The Colony Hotel is more than just a place to stay - it's a coastal retreat that seamlessly integrates comfort with career opportunities.

Nestled along the scenic coastline of Maine, The Colony Hotel embodies the work culture fostered by Pyramid Global Hospitality, where professional growth and seizing opportunities take center stage.

As a member of the Pyramid Global team, you'll enjoy benefits such as a 401k with a company match and recognition programs tailored to celebrate your achievements.

Join us at The Colony Hotel, where your pathway to a fulfilling career is guided by an excellent People First Culture. It's about being part of a professional team that understands the unique charm of Maine while supporting your individual career journey.

Welcome to a professional environment within Pyramid Global Hospitality that encourages your personal and professional development amidst the coastal beauty of Maine!

What You Will Have An Opportunity To Do

Front Office Manager

Participates in the development of business strategies which are aligned with the overall objectives of the hotel.

• Develops and implements strategies for front office, bell staff, concierge, reservations, van service, etc. that support achievement of the hotel’s goals
• Monitors status regularly and adjusts strategies as appropriate

Manages the operation of the front office and related areas.

• Creates the first impression by supervising the door, bell, van service, concierge and front office areas
• Develops and implements processes and procedures for assigned departments which support achievement of service and financial goals
• Assists with the preparation of annual budget; monitors achievement of budget and takes corrective steps as appropriate
• Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming business throughout the hotel
• Creates rooms forecast weekly and 30/60/90 days out
• Analyzes business forecasts and schedules accordingly
• Ensures front desk handles billing and cash in accordance with hotel’s standards
• Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping, Maintenance and other departments
• Leads weekly rooms revenue meeting with AGM, GM, DOS, and others

Creates 100% guest satisfaction by providing employees with the training and resources they need to maximize employee engagement and deliver CARE! Service and teamwork.

• Communicates and reinforces the vision for CARE! service to employees
• Ensures that employees provide CARE! genuine hospitality and teamwork on an ongoing basis
• Uses teamwork to support guests and employees
• Seeks opportunities to improve the customer experience by seeking customer feedback and reviewing management reports and developing strategies to improve department and hotel services
• Provides employees with the tools, training and environment they need to deliver CARE! service and teamwork

Develops and implements strategies and practices which support employee engagement.

• Recruits and selects qualified candidates
• Provides employees with the orientation and training needed to understand expectations and perform job responsibilities
• Communicates performance expectations and provides employees with on-going feedback
• Provides employees with coaching and counseling as needed to achieve performance objectives and reach their fullest potential

What are we looking for?

• Someone with at least 5 years experience leading a Front Office team in a service focused hotel or resort environment
• Someone with strong Computer skills, and experience with PMS systems
• Someone available to work a flexible schedule to include mornings, nights, weekends and holidays
• Someone with excellent verbal and written communication skills
• Someone with the ability to work in a fast-paced setting
• Someone with a strong desire to lead by example and make a positive impact on other people
• Someone with an outgoing and engaging personality
• Someone with the stamina to be on their feet for extended periods of time

Compensation

$25.00

$30.00

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.