Front Desk Manager

Pyramid Global Hospitality

1d•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 OKANA Resort and Indoor WaterPark. Located along the picturesque Oklahoma River in the vibrant Horizons District, near downtown Oklahoma City, OKANA Resort & Indoor Water Park offers exceptional career opportunities. Conveniently situated with a dynamic indoor waterpark, over 400 well-appointed guest rooms and suites, including premium riverfront accommodations, a range of dining options, and extensive meeting and event spaces spanning 30,000 square feet, OKANA provides a unique setting for a rewarding career journey. Shape your career in the heart of Oklahoma City at OKANA. Join us to contribute to our distinctive atmosphere and foster your personal and professional growth. Be a part of OKANA Resort & Indoor Water Park, where your career aspirations meet a world-class destination. #BMC-Okana Welcome to OKANA Resort & Indoor Waterpark, proudly managed by Pyramid Global Hospitality. Located in Oklahoma City, OKANA is a premier destination offering an immersive guest experience through exceptional service, dynamic attractions, and a commitment to creating unforgettable moments for both guests and team members (“curators”). Our resort fosters a culture of excellence, collaboration, and growth, providing team members with opportunities to thrive in a fast-paced hospitality environment.

Requirements

3–5 years of Front Office leadership experience in a hotel or resort environment
Working knowledge of Property Management Systems (PMS)
Strong leadership, problem-solving, and guest service skills
Excellent communication and organizational abilities
Flexibility to work evenings, weekends, and holidays

Nice To Haves

Opera experience preferred
Resort or luxury hospitality experience
Experience in high-volume, multi-outlet environments
Familiarity with Pyramid Global Hospitality systems and standards

Responsibilities

Lead and oversee daily Front Desk operations to ensure a seamless, welcoming, and high-quality guest experience
Act as a visible leader in the lobby, actively engaging with guests and resolving concerns in real time
Manage guest escalations and service recovery efforts in alignment with OKANA and Pyramid Global Hospitality standards
Ensure adherence to brand standards, resort policies, and guest service expectations
Recruit, train, coach, and develop Front Desk team members to deliver consistent service excellence
Foster a “People First” culture that emphasizes engagement, accountability, and recognition
Partner with Human Resources on performance management, coaching, and documentation
Develop and manage schedules to meet business demands while maintaining labor efficiency
Oversee cash handling, shift balancing, and audit compliance processes
Ensure accuracy of room inventory, reservations, arrivals/departures, and guest profiles
Monitor key performance indicators (KPIs), including guest satisfaction, upselling, and service recovery trends
Collaborate with Revenue Management, Housekeeping, and Engineering to ensure operational alignment
Uphold safety, security, and compliance standards across all Front Desk operations
Partner closely with Housekeeping to ensure room readiness and accurate status updates
Coordinate with Sales and Events teams for group arrivals, VIP guests, and special accommodations
Maintain communication with Security regarding guest safety and incident response
Provide regular updates to leadership regarding operational performance, risks, and opportunities