Front Office Manager

BENCHMARK; Newport (RI); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

401(k) with company match

Bonus programs

Job summary

Wayfinder Newport by Pyramid Global Hospitality is seeking a Front Office Manager to lead guest-focused operations with warmth and professionalism in Newport, Rhode Island.

You will manage check-ins, VIP arrivals, and guest feedback, while coaching Front Desk and Bell teams and maintaining brand standards. The role requires 3–5 years of leadership, a college degree preferred, and flexibility to work nights, weekends, or holidays.

Qualifications

• 3-5 years experience leading a Front Office team in a service focused hotel or resort environment.
• Available to work a flexible schedule to include nights, weekends and holidays based on business needs.
• A passion for hospitality and boutique-style service.
• An outgoing and engaging personality.
• Strong leadership with a hands-on, people-first approach.

Responsibilities

• Lead Front Office operations and set the tone for a memorable “Wanderlust” guest experience.
• Deliver personalized, engaging service and model exceptional hospitality on the floor.
• Assist with guest check-ins, ensuring accurate information, credit authorization, and fulfillment of special requests.
• Oversee VIP, group, and loyalty guest arrivals to ensure elevated experiences.
• Proactively resolve guest concerns and “WOW” guests through effective service recovery.
• Manage guest feedback platforms (reviews, surveys) and lead action plans for continuous improvement.
• Recruit, interview, and develop Front Desk and Bell team members.
• Support team growth through coaching, performance reviews, career development, recognition, and engagement programs.
• Ensure brand standards, SOPs, and system accuracy are consistently maintained.
• Foster a positive, inclusive workplace culture that supports engagement and retention.
• Lead daily briefings and shift handovers to align teams on priorities and VIPs.
• Oversee daily Front Office operations to ensure smooth and efficient service delivery.
• Maintain accuracy in PMS, POS, and reservation systems.
• Schedule staff effectively based on forecasted occupancy and business needs.
• Partner with Housekeeping, Maintenance, and Revenue Management to ensure smooth operations and strong performance.
• Support the hotel’s financial performance by managing labor costs and expenses.
• Oversee cash handling procedures, audits, and compliance with internal controls.

Skills

Front Office Leadership

Guest Service

PMS proficiency

Staff Coaching

Communication

Education

College degree preferred

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:Wayfinder Newport is more than just a boutique hotel — it’s a labor of love created by a collective of local chefs, bartenders, artists, designers, and entrepreneurs who proudly call Newport, Rhode Island home. Driven by a shared vision, we set out to reimagine the classic Newport hotel experience with something vibrant, creative, and deeply rooted in the community. Our property features 187 thoughtfully designed rooms, including 30 spacious deluxe suites, a full-service restaurant, and 2,600 square feet of versatile event space. At Wayfinder Newport, we’re committed to being the best employer in the area. What makes us different? It starts with our people-first culture, comprehensive benefits — including 401(k) with company match — and rewarding bonus programs. We're seeking individuals who are genuinely passionate about hospitality and guest service. Our core values center on personal growth, a strong sense of community, and supporting each other’s success. Every team member plays a vital role in creating the exceptional, memorable experiences our guests return for. We’re building more than a hotel — we’re building a destination. One that people are excited to visit, not just pass through. Discover what a career with Pyramid Global at Wayfinder Newport can mean for you. Join our team and help us shape the future of hospitality in Newport.What you will have an opportunity to do:We’re looking for a passionate, guest-focused leader to join our Front Office team as Front Office Manager. This role is ideal for someone who inspires others through example, enjoys developing teams, and brings a thoughtful, professional approach to supporting both guests and team members.The Front Office Manager is the face of the hotel and the heartbeat of the guest experience. You lead the Front Office department with warmth, confidence, and style — creating meaningful moments while keeping operations running seamlessly behind the scenes.If you have experience leading a hotel front office operations, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.Your Role:Lead Front Office operations and set the tone for a memorable “Wanderlust” guest experienceDeliver personalized, engaging service and model exceptional hospitality on the floorAssist with guest check-ins, ensuring accurate information, credit authorization, and fulfillment of special requestsOversee VIP, group, and loyalty guest arrivals to ensure elevated experiencesProactively resolve guest concerns and “WOW” guests through effective service recoveryManage guest feedback platforms (reviews, surveys) and lead action plans for continuous improvementRecruit, interview, and develop Front Desk and Bell team membersSupport team growth through coaching, performance reviews, career development, recognition, and engagement programs.Ensure brand standards, SOPs, and system accuracy are consistently maintainedFoster a positive, inclusive workplace culture that supports engagement and retentionLead daily briefings and shift handovers to align teams on priorities and VIPsOversee daily Front Office operations to ensure smooth and efficient service deliveryMaintain accuracy in PMS, POS, and reservation systemsSchedule staff effectively based on forecasted occupancy and business needsPartner with Housekeeping, Maintenance, and Revenue Management to ensure smooth operations and strong performanceSupport the hotel’s financial performance by managing labor costs and expensesOversee cash handling procedures, audits, and compliance with internal controlsEnsure compliance with safety, security, and emergency procedures while keeping the atmosphere welcomingSupport loss prevention initiativesInteract with all hotel staff in a professional and supportive mannerPerform other duties as required to support hotel operations and memorable guest experiencesQualifications3-5 years experience leading a Front Office team in a service focused hotel or resort environmentAvailable to work a flexible schedule to include nights, weekends and holidays based on business needsCollege degree preferredA passion for hospitality and boutique-style serviceA strong desire to make an impact on other peopleAn outgoing and engaging personalityStrong leadership with a hands-on, people-first approachAbility to balance guest experience with operational and financial goalsStrong Computer skills, and experience with PMS systemsExcellent verbal and written communication skillsAbility to work in a fast-paced setting#ZR400What are we looking for?Compensation:$60,000.00-$65,000.00Pyramid 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.