People-First Front Office Manager

BENCHMARK; Philadelphia (Philadelphia County); On-site; USD 57,000 - 77,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Front Office leader for our Hilton Philadelphia at Penn’s Landing property. You will oversee daily Front Office operations, ensuring a welcoming, professional guest experience and alignment with brand standards.

Lead a team, coach staff, and manage guest issues while coordinating with Revenue, Housekeeping, and Security. This role emphasizes service excellence, labor cost control, and accurate room status reporting.

Qualifications

• Minimum 2 years of Front Office leadership experience in a hotel or resort environment.
• Strong working knowledge of Front Office systems (PMS experience required; Opera preferred).
• Proven ability to lead teams, manage guest issues, and drive service excellence.
• Strong communication, organizational, and problem-solving skills.

Responsibilities

• Lead and oversee daily Front Office operations to ensure a seamless, welcoming, and professional guest experience.
• Serve as a visible leader in the lobby and arrival areas, actively engaging with guests and resolving concerns.
• Handle guest escalations promptly and effectively, ensuring service recovery aligns with brand standards.
• Recruit, train, coach, and develop Front Office associates to deliver consistent service excellence.
• Foster a People First culture that emphasizes respect, engagement, accountability, and recognition.

Skills

Front Office leadership

Guest service

Team leadership

Communication

Tools

Opera PMS

Job description

Pyramid Global Hospitality is seeking a Front Office leader for our Hilton Philadelphia at Penn’s Landing property. You will oversee daily Front Office operations, ensuring a welcoming, professional guest experience and alignment with brand standards.

Lead a team, coach staff, and manage guest issues while coordinating with Revenue, Housekeeping, and Security. This role emphasizes service excellence, labor cost control, and accurate room status reporting.