Hotel Front Office Manager

Pyramid Global Hospitality•Newport, RI

1d•$62,000 - $65,000•Onsite

About The Position

Pyramid Global Hospitality is seeking a guest-focused Front Office Manager for Wayfinder Newport, a boutique hotel in Newport, Rhode Island. The property has 187 rooms, including 30 deluxe suites, a full-service restaurant, and 2,600 square feet of event space. The manager will be a visible, hands-on leader who creates personal guest experiences, develops the Front Office team, and oversees smooth daily operations. The position balances hospitality with operational and financial needs, while partnering with other hotel departments to deliver a seamless guest experience.

Requirements

3–5 years of hotel Front Office experience, including experience leading or supervising a Front Office team.
Genuine enthusiasm for hospitality and creating memorable guest experiences.
Hands-on leadership style and willingness to assist at the desk during busy arrivals.
Warm, confident, and engaging personality.
Sound judgment in assessing situations and finding solutions for guests.
Ability to coach, motivate, and develop a team while holding employees accountable to clear expectations.
Strong organizational skills and attention to detail.
Ability to balance guest experience with hotel operational and financial needs.
Strong computer skills and experience with hotel PMS and reservation systems.
Excellent written and verbal communication skills.
Ability to remain calm, positive, and solution-focused in a fast-moving environment.
Flexibility to work evenings, weekends, and holidays based on hotel needs.

Nice To Haves

College degree, or equivalent hospitality experience.

Responsibilities

Create warm, genuine, and personalized hospitality from guest arrival through departure.
Remain visible and engaged in the lobby, connecting with guests and supporting the team.
Oversee VIP, group, and special arrivals, and identify opportunities to personalize stays.
Anticipate guest needs and empower employees to make thoughtful decisions.
Resolve guest concerns with confidence, creativity, and care.
Monitor guest reviews, surveys, and feedback to recognize successes, identify trends, and improve service.
Lead by example and foster a Front Office culture centered on hospitality, teamwork, accountability, and fun.
Recruit, interview, coach, and develop Front Desk, Shuttle, and Bell team members.
Provide regular feedback, recognition, coaching, and opportunities for professional growth.
Lead daily briefings and shift handovers to prepare staff for arrivals, departures, groups, VIPs, special requests, and unexpected needs.
Oversee day-to-day Front Office operations and work alongside the team during busy periods.
Maintain accurate guest profiles, reservations, billing, and information in the hotel PMS and related systems.
Manage scheduling based on occupancy, business levels, events, and hotel needs.
Create and maintain Front Office standards and SOPs, using sound judgment when flexibility better serves guests.
Partner with Housekeeping, Maintenance, Food & Beverage, Sales, and Revenue Management, and proactively communicate operational challenges.
Balance guest service with labor and departmental expense management.
Oversee cash handling, deposits, audits, and Front Office controls.
Maintain accurate departmental records and reporting.
Support hotel safety, security, emergency, and loss-prevention procedures.
Take ownership of challenges, find practical solutions, and assist wherever needed.