Front Office Manager: Lead Guest Experience & Team

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 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.