Front Desk Manager

Pyramid Global Hospitality•Miami, FL

7d•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: Welcome to THesis Hotel Miami, a distinguished property in the Pyramid Global Hospitality portfolio. Located in the vibrant city of Miami, Florida, our hotel offers 245 stylish guest rooms and 15,432 sq ft of versatile meeting space, providing an exceptional environment for both guests and employees. At THesis Hotel Miami, we pride ourselves on delivering outstanding service and creating memorable experiences. As a member of our team, you’ll work in a dynamic and supportive setting, surrounded by the lively energy and cultural richness of Miami. We offer diverse positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for excellence. We provide comprehensive training programs to ensure our employees have the skills and knowledge needed to excel in their roles. If you are a dedicated and enthusiastic individual with a passion for hospitality, we invite you to explore the exciting career opportunities available at THesis Hotel Miami. Take the first step towards a rewarding career by applying today. What you will have an opportunity to do: Essential Responsibilities Guest Experience & Service Excellence 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 Leadership & Team Development 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 Operational & Financial Oversight 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 Collaboration & Communication 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 Qualifications Required Minimum 3–5 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 Ability to work flexible schedules, including evenings, weekends, and holidays Preferred Resort or luxury hospitality experience Experience working in a multi-outlet, high-volume environment Prior experience managing union or diverse workforces Familiarity with Pyramid Global Hospitality standards and systems Core Competencies (Game Changer Behaviors) People First Leads with empathy, respect, and inclusivity Develops and supports associates through coaching and feedback Integrity Demonstrates honesty, accountability, and sound judgment Upholds policies, procedures, and ethical standards consistently Excellence Drives high standards of service and operational execution Uses data and feedback to continuously improve performance Leadership & Communication Inspires trust and teamwork Communicates clearly with guests, associates, and leaders Physical & Work Requirements Ability to stand and walk for extended periods Ability to lift up to 25 pounds occasionally Ability to work in a fast-paced, guest-facing environment Why Join Pyramid Global Hospitality? At Pyramid Global Hospitality, we believe in putting people first, investing in our teams, and creating environments where associates can thrive and grow. Saddlebrook Resort offers an exciting opportunity to be part of a Game Changers culture during a dynamic period of growth and transformation. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. What are we looking for? Compensation: $ - $ 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.

Requirements

Minimum 3–5 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
Ability to work flexible schedules, including evenings, weekends, and holidays

Nice To Haves

Resort or luxury hospitality experience
Experience working in a multi-outlet, high-volume environment
Prior experience managing union or diverse workforces
Familiarity with Pyramid Global Hospitality standards and systems

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