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Pyramid Global Hospitality Logo Pyramid Global Hospitality · Hospitality and Tourism

Front Office Manager

United States, Tampa · Job Posted February 20, 2026
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Job Description

The Front Office Manager is responsible for leading all Front Office operations, including Front Desk, Guest Services, Bell/Valet coordination (if applicable), and the overall arrival and departure experience. This role ensures exceptional guest satisfaction, operational excellence, financial accountability, and team engagement, while consistently delivering on Pyramid Global Hospitality’s People First, Integrity, and Excellence values. The Front Office Manager plays a key leadership role in setting the tone for the guest journey and developing a service-driven, high-performing team.

Job Responsibility

  • 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
  • Ensure all service standards, brand expectations, and resort policies are consistently followed
  • 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
  • Conduct regular performance feedback, coaching, and documentation in partnership with Human Resources
  • Create effective schedules to meet business demands while controlling labor costs
  • Oversee daily cash handling, shift balancing, and audit readiness
  • Ensure accuracy of room inventory, rates, arrivals, departures, and guest profiles
  • Monitor KPIs including guest satisfaction scores, labor productivity, upsell performance, and service recovery trends
  • Partner with Revenue Management, Housekeeping, and Engineering to ensure operational alignment
  • Enforce policies related to safety, security, and compliance
  • Work closely with Housekeeping to ensure room readiness and accurate status reporting
  • Partner with Sales and Events on group arrivals, VIP coordination, and special requests
  • Communicate effectively with Security regarding guest safety and incident management
  • Maintain open communication with senior leadership regarding operational risks and opportunities

Requirements

  • Minimum 3–5 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
  • Ability to work flexible schedules, including evenings, weekends, and holidays

Nice to have

  • Resort or luxury hospitality experience
  • Experience working in a multi-outlet, high-volume environment
  • Prior experience managing union or diverse workforces
  • Familiarity with Pyramid Global Hospitality standards and systems

What we offer

  • Comprehensive health insurance
  • Retirement plans
  • Paid time off
  • On-site wellness programs
  • Local discounts
  • Employee rates on hotel stays
  • Ongoing training and development opportunities
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