Front Office Manager
About The Position
Pyramid Global Hospitality is seeking an experienced, service-driven Front Office Manager for the Inn at Perry Cabin, a luxury resort in St. Michaels, Maryland. The role leads Front Desk, Guest Experience, and Night Audit operations and partners with Valet, Door, and Bell Services to create an exceptional arrival and departure experience for guests. The Front Office Manager is a hands-on leader responsible for developing the team, engaging with guests, maintaining luxury service standards, and coordinating effectively with other hotel departments. The position also oversees staffing, scheduling, payroll, departmental expenses, operational controls, and participation in the Manager on Duty program. Flexibility is required to meet hotel business needs, including training, meetings, and special events.
Requirements
- At least 5 years of Front Office experience in a luxury Four- or Five-Star or Four- or Five-Diamond hotel or resort.
- At least 3 years of hospitality management experience.
- Strong leadership and team-development skills.
- Excellent communication, organization, and guest-recovery skills.
- Ability to remain composed and make sound decisions in a fast-paced environment.
- Strong understanding of luxury hospitality and personalized guest service.
- Experience with hotel Property Management Systems.
- Ability to stand and walk for extended periods and work throughout the hotel as operational needs require.
- Ability to bend, reach, stoop, kneel, and perform other physical activities associated with hotel operations.
- Ability to lift and carry up to 30 pounds.
- Ability to work effectively in a fast-paced hotel environment with frequent guest and employee interaction.
- Flexibility to work based on hotel business needs, including participation in the Manager on Duty program, training, meetings, and special events.
Nice To Haves
- College or vocational degree in Hospitality, Hotel Management, or a related field.
- Previous luxury resort experience.
- Opera experience.
- Familiarity with ResortSuite and Knowcross.
- Housekeeping experience.
- Additional language skills.
Responsibilities
- Lead daily Front Office operations and ensure a seamless, personalized guest experience.
- Recruit, train, coach, and develop Front Office, Guest Experience, and Night Audit team members.
- Maintain a visible presence in the lobby, welcoming guests and supporting the team during peak arrival and departure periods.
- Anticipate guest needs and lead service recovery efforts with professionalism and care.
- Ensure consistent delivery of Forbes luxury service standards and Preferred Hotels & Resorts standards.
- Coordinate Front Desk, Guest Experience, Night Audit, Valet, Door, and Bell operations to ensure smooth service.
- Oversee scheduling, payroll, staffing, and departmental labor and operating expenses.
- Review daily arrivals, departures, occupancy, VIPs, room status, and operational reports.
- Partner with Housekeeping, Reservations, Engineering, and other hotel departments.
- Maintain Front Office procedures, training materials, service standards, and operational controls.
- Ensure proper handling of cash, keys, guest information, confidentiality, and PCI requirements.
- Promote a positive, professional, accountable, and team-focused culture.
- Participate in the Manager on Duty program and assist with hotel operations and emergencies as needed.
Benefits
- Medical insurance with employer contribution for full-time employees.
- Vision insurance.
- Dental insurance.
- Life insurance.
- Pet insurance.
- Accident insurance options.
- 401(k) program with employer match and immediate full vesting.
- Paid time off.
- Hotel portfolio discounts for all employees, including part-time team members.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
