Assistant Front Office Manager

Pyramid Global Hospitality•Philadelphia, PA

4d•Onsite

About The Position

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: The Hilton Philadelphia at Penn’s Landing is a great place to stay during your visit to Philadelphia. Its location is unique: it’s the only hotel located directly on the Delaware River Waterfront at Penn’s Landing in Philadelphia’s downtown. The Hilton Philadelphia at Penn’s Landing’s 350 well-appointed guest rooms and 24,000 square feet of meeting space offer an experience that is hard to match. The guest rooms are fitted with sleek work desks, along with 32” LCD televisions and wall-mounted, plug-n-play consoles for Wi-Fi internet access. Dark wood furnishings, leather lounge chairs, contemporary lighting and gorgeous bathrooms complete the newly renovated guest rooms, which also come with stunning city or river views. What you will have an opportunity to do:

Requirements

Minimum 2 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

Responsibilities

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