Front Office Manager

Pyramid Global Hospitality•Wesley Chapel, FL

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: The award-winning, 480-acre Saddlebrook Resort has made a name for itself as a premier meeting and vacation destination, as well as one of the nation’s preeminent athletic training facilities. Purposely planned as a car-free Walking Village, the resort setting allows guests to easily walk everywhere, surrounded by lagoons and cypress trees. Families and groups visiting our upscale hotel near Tampa, Florida, may choose from 495 rooms and suites with a total of 800 bedrooms, clustered around nine serene courtyards complete with gardens, stone benches, stone paver walkways and native Florida landscaping. Exceptional restaurants and lounges, two golf courses, multiple tennis courts and more complete our offerings. What you will have an opportunity to do: The Front Office Manager is responsible for leading all Front Office operations, including Front Desk, Guest Services, Bell/Valet coordination (if applicable), and the overall arrival and departure experience. This role ensures exceptional guest satisfaction, operational excellence, financial accountability, and team engagement, while consistently delivering on Pyramid Global Hospitality’s People First, Integrity, and Excellence values. The Front Office Manager plays a key leadership role in setting the tone for the guest journey and developing a service-driven, high-performing team.

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