Luxury Front Office Manager – Guest Experience Leader

BENCHMARK; Naples (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Naples Grande Beach Resort, part of Pyramid Global Hospitality, seeks a Front Office Manager to lead daily operations of the Front Office, Concierge, and Guest Services. You will uphold Hilton brand standards and drive guest satisfaction while partnering with other departments.

You will manage staff, train team members, handle VIP arrivals, and monitor guest feedback; experience with OnQ and Hilton systems is highly valued. Flexibility to work nights, weekends, and holidays is required.

Qualifications

• 3-5 years of Front Office leadership experience.
• Luxury resort or full-service hotel experience preferred.
• Previous Hilton experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Proficiency in OnQ and Hilton operating systems.
• Ability to work flexible schedules including nights, weekends, and holidays

Responsibilities

• Manage daily Front Office operations and ensure service standards.
• Oversee arrival, departure, and guest service processes.
• Ensure proper room assignment, inventory control, and guest accounts.
• Coordinate with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage.
• Supervise Assistant Front Office Managers, Guest Service Managers, Supervisors, and Front Desk Agents.
• Handle elevated guest concerns and service recovery.
• Monitor guest satisfaction and upsell opportunities.

Skills

Front Office Leadership

Leadership

Communication

Problem Solving

Hilton Operating Systems

Tools

OnQ

Job description

Naples Grande Beach Resort, part of Pyramid Global Hospitality, seeks a Front Office Manager to lead daily operations of the Front Office, Concierge, and Guest Services. You will uphold Hilton brand standards and drive guest satisfaction while partnering with other departments.

You will manage staff, train team members, handle VIP arrivals, and monitor guest feedback; experience with OnQ and Hilton systems is highly valued. Flexibility to work nights, weekends, and holidays is required.