Luxury Front Desk Manager - Guest Experience Leader

BENCHMARK; Chatham (MA); On-site; USD 56,000 - 68,000; Full time

Job summary

Pyramid Global Hospitality seeks a Front Desk Manager to lead the Front Office team at Chatham Bars Inn in Massachusetts. You will supervise Guest Service Agents, Concierge, PBX, and Bell/Valet staff, ensuring Forbes/AAA standards are met and guest satisfaction remains the top priority.

You will work on optimizing room revenue and occupancy, manage staffing, budgeting, and training, and collaborate with other departments to deliver an exceptional guest experience.

Qualifications

• Front office management experience in a luxury hotel setting.
• Strong guest service standards and leadership abilities.
• Ability to train, coach and supervise front desk staff.
• Excellent communication and organizational skills.
• Proven track record of improving room revenue and occupancy.
• Proficient in coordinating with other departments.

Responsibilities

• Oversee Front Office operations, including Guest Service Agents, Concierge, PBX and Bell/Valet.
• Refresh and enforce Forbes/AAA service standards daily.
• Delegate duties to FO staff and ensure efficient workflows.
• Maximize room revenue and occupancy through rate and availability control.
• Ensure staffing levels meet operational needs across FO areas.
• Maintain high standards of grooming, behavior and service quality.
• Assist in budgeting and cost control for the department.
• Lead HR and training functions for Front Office personnel.
• Handle guest complaints with tact and effective resolution.
• Coordinate with other departments to ensure seamless guest experience.
• Perform additional duties as required by Front Office/Resort leadership.

Skills

Front Office

Supervisory Experience

Guest Service

Leadership

Multi-tasking

Communication Skills

Job description

Pyramid Global Hospitality seeks a Front Desk Manager to lead the Front Office team at Chatham Bars Inn in Massachusetts. You will supervise Guest Service Agents, Concierge, PBX, and Bell/Valet staff, ensuring Forbes/AAA standards are met and guest satisfaction remains the top priority.

You will work on optimizing room revenue and occupancy, manage staffing, budgeting, and training, and collaborate with other departments to deliver an exceptional guest experience.