Director of Front Office

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. Check out this video for more information on our great company! About our property: At the Boston Marriott Burlington, we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Global Hospitality at the Boston Marriott Burlington can mean for you! What you will have an opportunity to do: The Director of Front Office is responsible for leading all front office operations, ensuring an exceptional arrival and departure experience for every guest. This role oversees the Front Desk, Guest Services and related functions while driving service excellence, team engagement, and operational efficiency. What are we looking for? Key Responsibilities Leadership & Team Management Lead, coach, and develop the Front Office team, including supervisors and agents Foster a positive, service-driven culture aligned with resort values Conduct training, performance management, and scheduling Ensure coverage for a 24/7 operation including nights, weekends, and holidays Guest Experience Deliver and uphold exceptional guest service standards Resolve guest concerns promptly and professionally, creating “WOW” recovery moments Ensure VIP arrivals, special requests, and repeat guest recognition are executed flawlessly Act as Manager on Duty as needed Operations & Financial Performance Oversee daily front office operations including check-in/out, room assignments, and cash handling Collaborate closely with Housekeeping, Engineering, and F&B to ensure seamless operations Monitor and improve key performance metrics (GSS scores, upsell revenue, occupancy readiness) Manage labor costs, payroll, and departmental budgets Systems & Compliance Ensure adherence to SOPs, brand standards, and safety protocols Maintain accurate guest records, billing, and reporting Oversee training on PMS and front office systems Qualifications 3+ years of hotel/resort front office leadership experience Previous supervisory or management experience required Strong knowledge of front desk operations and guest service standards Excellent leadership, communication, and problem-solving skills Ability to thrive in a fast-paced, high-guest-volume environment Proficiency with Marriott hotel systems Flexible schedule including weekends and holidays Compensation: $80,000 - $90,000 Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. PYRAMID GLOBAL HOSPITALITY® is a trailblazer in the development, management, marketing and owner‐advisory services of resorts, hotels, conference centers and exclusive private clubs. PYRAMID’S distinguished and proven reputation is deeply‐rooted in core values that are focused and aligned with a people-first mentality. The company leadership and valued associates are passionately committed to delivering the industry’s most authentic, enchanted, soulful, vibrant, unrivaled and memory‐making experience. PYRAMID’S progressive “Be The Difference” culture and values are a cornerstone to the company’s nearly 40 years of extraordinary achievement and prosperity. Many properties have been recognized with prestigious national and international awards.