Director of Front Office

Overview 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. 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 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 EEO Statement 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. #J-18808-Ljbffr BENCHMARK