Front Office Manager

Front Office Manager

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Wayfinder Newport is more than just a boutique hotel — it's a labor of love created by a collective of local chefs, bartenders, artists, designers, and entrepreneurs who proudly call Newport, Rhode Island home. Driven by a shared vision, we set out to reimagine the classic Newport hotel experience with something vibrant, creative, and deeply rooted in the community. Our property features 187 thoughtfully designed rooms, including 30 spacious deluxe suites, a full-service restaurant, and 2,600 square feet of versatile event space. At Wayfinder Newport, we're committed to being the best employer in the area. What makes us different? It starts with our people-first culture, comprehensive benefits — including 401(k) with company match — and rewarding bonus programs. We're seeking individuals who are genuinely passionate about hospitality and guest service. Our core values center on personal growth, a strong sense of community, and supporting each other's success. Every team member plays a vital role in creating the exceptional, memorable experiences our guests return for. We're building more than a hotel — we're building a destination. One that people are excited to visit, not just pass through. Discover what a career with Pyramid Global at Wayfinder Newport can mean for you. Join our team and help us shape the future of hospitality in Newport.

We're looking for a passionate, guest-focused leader to join our Front Office team as Front Office Manager. This role is ideal for someone who inspires others through example, enjoys developing teams, and brings a thoughtful, professional approach to supporting both guests and team members.

The Front Office Manager is the face of the hotel and the heartbeat of the guest experience. You lead the Front Office department with warmth, confidence, and style — creating meaningful moments while keeping operations running seamlessly behind the scenes. If you have experience leading a hotel front office operations, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to "WOW" people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role:

• Lead Front Office operations and set the tone for a memorable "Wanderlust" guest experience
• Deliver personalized, engaging service and model exceptional hospitality on the floor
• Assist with guest check-ins, ensuring accurate information, credit authorization, and fulfillment of special requests
• Oversee VIP, group, and loyalty guest arrivals to ensure elevated experiences
• Proactively resolve guest concerns and "WOW" guests through effective service recovery
• Manage guest feedback platforms (reviews, surveys) and lead action plans for continuous improvement
• Recruit, interview, and develop Front Desk and Bell team members
• Support team growth through coaching, performance reviews, career development, recognition, and engagement programs.
• Ensure brand standards, SOPs, and system accuracy are consistently maintained
• Foster a positive, inclusive workplace culture that supports engagement and retention
• Lead daily briefings and shift handovers to align teams on priorities and VIPs
• Oversee daily Front Office operations to ensure smooth and efficient service delivery
• Maintain accuracy in PMS, POS, and reservation systems
• Schedule staff effectively based on forecasted occupancy and business needs
• Partner with Housekeeping, Maintenance, and Revenue Management to ensure smooth operations and strong performance
• Support the hotel's financial performance by managing labor costs and expenses
• Oversee cash handling procedures, audits, and compliance with internal controls
• Ensure compliance with safety, security, and emergency procedures while keeping the atmosphere welcoming
• Support loss prevention initiatives
• Interact with all hotel staff in a professional and supportive manner
• Perform other duties as required to support hotel operations and memorable guest experiences

Qualifications

• 3-5 years experience leading a Front Office team in a service focused hotel or resort environment
• Available to work a flexible schedule to include nights, weekends and holidays based on business needs
• College degree preferred
• A passion for hospitality and boutique-style service
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Strong leadership with a hands-on, people-first approach
• Ability to balance guest experience with operational and financial goals
• Strong Computer skills, and experience with PMS systems
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting

Compensation: $60,000.00 - $64,000.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.