Director of Front Office

Pyramid Global Hospitality•Boston, MA

3d•$80,000 - $90,000•Onsite

About The Position

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.

Requirements

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

Responsibilities

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
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
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
Ensure adherence to SOPs, brand standards, and safety protocols
Maintain accurate guest records, billing, and reporting
Oversee training on PMS and front office systems