Assistant Director of Front Office

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience. About our property: Welcome to Boston Marriott Newton, a premier property within the Pyramid Global Hospitality portfolio. Located along the scenic banks of the Charles River in Newton, Massachusetts, our hotel features 430 well-appointed guest rooms and an expansive 34,090 sq ft of versatile meeting space, offering a dynamic work environment that combines comfort with functionality. At Boston Marriott Newton, we are dedicated to providing exceptional service and fostering a supportive work culture that prioritizes growth and development. Our team members have the opportunity to thrive in a collaborative atmosphere, working alongside professionals who share a commitment to excellence. We offer a variety of roles across departments such as guest services, food and beverage, housekeeping, sales and marketing, and more. Joining our team means becoming part of a community that values teamwork, professionalism, and a passion for delivering outstanding experiences. With comprehensive training programs and a focus on personal development, we equip our employees with the tools they need to succeed. If you are driven and enthusiastic about hospitality, we invite you to explore the rewarding career opportunities at Boston Marriott Newton. Start your journey with us today. What you will have an opportunity to do: The Assistant Director of Front Office is responsible for providing the highest level of personalized service and ensuring exceptional guest experience throughout all Front Office operations. Responsibilities include, but are not limited to, delivering the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner; gathering pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews; and providing leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams. This position is responsible for training, coaching, monitoring, and holding staff accountable to Marriott service standards. Through continuous observation, feedback, recognition, and performance development, the Assistant Director fosters a culture of excellence, consistency, and genuine hospitality while ensuring all team members are knowledgeable, confident, and committed to delivering exceptional service on every shift. Additional responsibilities include:

• Be the leader in ensuring that associates are trained in and uphold all service procedures and communication standards that are outlined in the Standard Operating Procedure Manuals. That all 21-day training programs are executed, signed and delivered to HR.
• Be the leader who is visible to guests and associates on the floor, be the leader who is hands-on and included in the management team and stationed in a highly visible area to our guests.
• Be the leader who effectively communicates with the guests and receives and resolves all departmental complaints in a timely manner.
• Develop and implement strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments on customer service improvements and operational efficiency.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a Culture of accountability.
• Organize and conduct monthly departmental meetings.
• Provide clear direction in advising and instructing staff in details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Work closely with Director of Front Office and Director of Operations to ensure proper communication daily.
• Check Daily and Weekly reports highlighting the upcoming arrivals and in house VIPs.
• Forecast and detail the needs of the arriving VIP Guests.
• Work with concierge team on arrivals and information of VIPs and ensure that they can contact them pre-arrival to anticipate all needs.
• Understand the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments by referrals and upselling.
• Ensure all team members maintain the standards of personal presentation and hygiene.
• Empower team to monitor every day of guest stay, resolve challenges and follow up to ensure guest satisfaction. Help develop and guide team’s ability to own recoveries as needed.

What are we looking for?

REQUIREMENTS:

• Previous Heart of House and Front of House Management experience in a full-service hotel preferred.
• A minimum of 5 years’ management or supervisory experience.
• Effective written and verbal communication skills.
• Superior customer service and interpersonal skills.
• Ability to work weekends, holidays, and long hours when necessary.
• Well-groomed and professional in appearance.
• Superior organizational skills.
• Enjoys a fast-paced environment.
• Excellent multi-tasking skills
• Can sit, stand, and walk for extended periods of time.
• Being flexible with schedules and hours
• Most importantly, you must really enjoy people and providing superior service each day.
• Excellent computer skills
• Clear and concise written and verbal communication skills
• Ability to work closely and cohesively with other department heads to ensure guest satisfaction.

Compensation: $75,000 - $80,000 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.