Front Office Manager

Pyramid Global Hospitality; Saint Michaels (MD); On-site; USD 60,000 - 65,000; Full time

Job summary

Pyramid Global Hospitality in Saint Michaels, MD, is seeking an experienced Front Office Manager to lead our Front Office team and deliver an exceptional arrival and departure experience for every guest.

This hands-on luxury leadership role oversees Front Desk, Guest Experience, and Night Audit, coordinating with Valet, Door, and Bell Services, while developing teams and maintaining Forbes luxury service standards.

Qualifications

• 5+ years of Front Office experience in a luxury Four- or Five-Star hotel or resort.
• At least 3 years of hospitality management experience.
• Knowledge of hotel PMS systems; Opera experience preferred.

Responsibilities

• Lead daily Front Office operations and ensure a seamless, personalized guest experience.
• Recruit, train, coach, and develop Front Office, Guest Experience, and Night Audit team members.
• Maintain a visible presence in the lobby, welcoming guests and supporting the team during peak arrival and departure periods.
• Coordinate Front Desk, Guest Experience, Night Audit, Valet, Door, and Bell operations to ensure smooth service.

Skills

Front Office Leadership

Guest Service Excellence

Team Development

Operations Coordination

Education

Hospitality/Hotel Management degree

Job description

About Our Property

We invite you to become part of our crew at one of the most desirable destinations on the Eastern Shore, the Inn at Perry Cabin.

A Forbes 4-star historical gem tucked away on acres of privacy along the serene Miles River in St. Michaels, Maryland, the Inn at Perry Cabin encompasses genuine hospitality with a strong sense of nautical heritage. Our luxury resort provides a unique and authentic Chesapeake Bay experience and has been recognized as a top resort in the Mid-Atlantic by Condé Nast and Travel + Leisure. Providing upscale amenities such as Links at Perry Cabin (our exclusive Pete Dye-designed golf course), the Spa at Perry Cabin (our therapeutic oasis), and a Fleet of five sailboats, including the historic 1902 Skipjack, Stanley Norman, and a stately 55-foot Hinckley Yacht, Inn at Perry Cabin is one of the most desirable and unforgettable places to work on the Eastern Shore. Adding to the charm of the resort is a zero-edge swimming pool, lush gardens maintained by our on-property horticulturist, complementary bicycles, kayaks and paddleboards, and a unique array of resort activities. As a member of our crew, you will work with the BEST. Our team of diverse and passionate professionals enjoy an environment that fosters growth and encouragement in all they do. Our culture is supported by our Pillars: Service, Teamwork, Professionalism & Respect, Integrity, and Delivering Results. Our INN Crew share the goal of providing exceptional service and creating lasting memories for all guests of the Inn.

At Pyramid Global Hospitality, we are committed to caring for our team members by offering a comprehensive benefits package for full-time employees.

Our benefits include medical insurance with employer contribution, as well as vision, dental, life, pet, and accident insurance options. We also provide a 401(k) program with an employer match and immediate full vesting, along with paid time off. Plus, all employees, including part-time team members, enjoy exclusive discounts across our portfolio of hotels. Join our team and experience the support, flexibility, and benefits that help you thrive both professionally and personally.

What You Will Have An Opportunity To Do

We are seeking an experienced and service-driven Front Office Manager to lead our Front Office team and create an exceptional arrival and departure experience for every guest.

The Front Office Manager oversees Front Desk, Guest Experience, and Night Audit operations while partnering with Valet, Door, and Bell Services. This role is ideal for a hands‑on luxury hospitality leader who enjoys developing teams, engaging with guests, and maintaining exceptional service standards.

Key Responsibilities

• Lead daily Front Office operations and ensure a seamless, personalized guest experience.
• Recruit, train, coach, and develop Front Office, Guest Experience, and Night Audit team members.
• Maintain a visible presence in the lobby, welcoming guests and supporting the team during peak arrival and departure periods.
• Anticipate guest needs and lead service recovery efforts with professionalism and care.
• Ensure consistent delivery of Forbes luxury service standards and Preferred Hotels & Resorts standards.
• Coordinate Front Desk, Guest Experience, Night Audit, Valet, Door, and Bell operations to ensure smooth service.
• Oversee scheduling, payroll, staffing, and departmental labor and operating expenses.
• Review daily arrivals, departures, occupancy, VIPs, room status, and operational reports.
• Partner closely with Housekeeping, Reservations, Engineering, and other hotel departments.
• Maintain Front Office procedures, training materials, service standards, and operational controls.
• Ensure proper handling of cash, keys, guest information, confidentiality, and PCI requirements.
• Promote a positive, professional, accountable, and team-focused culture.
• Participate in the Manager on Duty program and assist with hotel operations and emergencies as needed.

What are we looking for?

Job Requirements

• Minimum 5 years of Front Office experience in a luxury Four- or Five-Star or Four- or Five-Diamond hotel or resort.
• At least 3 years of hospitality management experience.
• College or vocational degree in Hospitality, Hotel Management, or a related field preferred.
• Previous luxury resort experience strongly preferred.
• Strong leadership and team-development skills.
• Excellent communication, organization, and guest-recovery skills.
• Ability to remain composed and make sound decisions in a fast-paced environment.
• Strong understanding of luxury hospitality and personalized guest service.
• Experience with hotel Property Management Systems; Opera experience preferred.
• Familiarity with ResortSuite and Knowcross is a plus.
• Housekeeping experience is a plus.
• Additional language skills are a plus.

Physical Requiremen ts

• Ability to stand and walk for extended periods and work throughout the hotel as operational needs require.
• Ability to bend, reach, stoop, kneel, and perform other physical activities associated with hotel operations.
• Ability to lift and carry up to 30 pounds.
• Ability to work effectively in a fast-paced hotel environment with frequent guest and employee interaction.

Additional Expectations

This position requires flexibility to work based on hotel business needs, including participation in the Manager on Duty program, training, meetings, and special events.

This job posting describes the general nature of the position and is not intended to be an exhaustive list of all duties or responsibilities. Additional job-related duties may be assigned as needed.

Compensation

$60000

$65000

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.