Front Office Manager

Pyramid Global Hospitality • Houston, TX

9d • 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 Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests — as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you! What you will have an opportunity to do: The Front Office Manager is responsible for overseeing the front desk operations, ensuring exceptional guest service, efficient check-in and check-out processes, and the overall management of the front desk staff. This leadership role involves coordinating with other departments, managing reservations, and resolving guest issues to enhance the overall guest experience.

Requirements

• Minimum of three (3) years of experience in hotel front office operations management position.
• Previous experience in a full-service hotel with 300 or more guest rooms.
• Required: Hands-on experience using Marriott front office systems.
• Required: Proven experience supervising, developing, and leading a team of at least 20 employees.
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Strong leadership and interpersonal skills are essential.
• Excellent organizational and time management abilities.
• Proficient in using hotel management software and other relevant technology.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as required by hotel operations.
• Ability to stand for extended periods and work in a fast-paced environment.

Nice To Haves

• Marriott brand training or certification a plus.
• Demonstrated success in achieving Marriott Bonvoy enrollment and guest engagement goals.

Responsibilities

• Oversee daily front desk operations, ensuring high standards of guest service and satisfaction.
• Lead, coach, manage and train front desk staff, including hiring, onboarding, scheduling, and performance evaluations.
• Ensure efficient check-in and check-out processes, addressing any guest inquiries or issues promptly.
• Monitor and manage room availability and reservations, coordinating with housekeeping and sales departments.
• Handle guest complaints and concerns with professionalism and empathy, ensuring effective resolution.
• Maintain accurate records of room assignments, reservations, and guest interactions using hotel management software.
• Collaborate with the Sales and Marketing team to implement promotions and packages to enhance guest experiences.
• Ensure compliance with hotel policies, procedures, and safety regulations.
• Conduct regular inspections of the front desk area and lobby to maintain cleanliness and organization.
• Monitor and control front office labor costs, overtime, and productivity to meet budgetary goals.
• Ensure proper cash handling procedures and compliance with financial lead standards.
• Drive guest satisfaction scores (GSS) and online reputation metrics through service excellence and team coaching.
• Ensure consistent adherence to Marriott brand standards, service culture, and loyalty program requirements.
• Drive Marriott Bonvoy enrollment performance, ensuring enrollment goals are met or exceeded through associate accountability and consistent execution.
• Review operational reports, guest feedback scores, and service metrics to drive continuous improvement.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees