Front Office Manager

Pyramid Global Hospitality•Newport, RI

17d•$60,000 - $64,000•Onsite

About The Position

Pyramid Global Hospitality is seeking a passionate, guest-focused leader to join the Front Office team as Front Office Manager at Wayfinder Newport. This role is ideal for someone who inspires others through example, enjoys developing teams, and brings a thoughtful, professional approach to supporting both guests and team members. The Front Office Manager is the face of the hotel and the heartbeat of the guest experience. This position leads the Front Office department with warmth, confidence, and style, creating meaningful moments while keeping operations running seamlessly behind the scenes. Wayfinder Newport is a boutique hotel in Newport, Rhode Island, featuring 187 rooms, a full-service restaurant, and event space. The hotel is committed to being the best employer in the area, with a people-first culture, comprehensive benefits, and rewarding bonus programs. They are seeking individuals passionate about hospitality and guest service, with core values centered on personal growth, community, and mutual success.

Requirements

3-5 years experience leading a Front Office team in a service focused hotel or resort environment
Available to work a flexible schedule to include nights, weekends and holidays based on business needs
A passion for hospitality and boutique-style service
A strong desire to make an impact on other people
An outgoing and engaging personality
Strong leadership with a hands-on, people-first approach
Ability to balance guest experience with operational and financial goals
Strong Computer skills, and experience with PMS systems
Excellent verbal and written communication skills
Ability to work in a fast-paced setting

Nice To Haves

College degree preferred

Responsibilities

Lead Front Office operations and set the tone for a memorable “Wanderlust” guest experience
Deliver personalized, engaging service and model exceptional hospitality on the floor
Assist with guest check-ins, ensuring accurate information, credit authorization, and fulfillment of special requests
Oversee VIP, group, and loyalty guest arrivals to ensure elevated experiences
Proactively resolve guest concerns and “WOW” guests through effective service recovery
Manage guest feedback platforms (reviews, surveys) and lead action plans for continuous improvement
Recruit, interview, and develop Front Desk and Bell team members
Support team growth through coaching, performance reviews, career development, recognition, and engagement programs.
Ensure brand standards, SOPs, and system accuracy are consistently maintained
Foster a positive, inclusive workplace culture that supports engagement and retention
Lead daily briefings and shift handovers to align teams on priorities and VIPs
Oversee daily Front Office operations to ensure smooth and efficient service delivery
Maintain accuracy in PMS, POS, and reservation systems
Schedule staff effectively based on forecasted occupancy and business needs
Partner with Housekeeping, Maintenance, and Revenue Management to ensure smooth operations and strong performance
Support the hotel’s financial performance by managing labor costs and expenses
Oversee cash handling procedures, audits, and compliance with internal controls
Ensure compliance with safety, security, and emergency procedures while keeping the atmosphere welcoming
Support loss prevention initiatives
Interact with all hotel staff in a professional and supportive manner
Perform other duties as required to support hotel operations and memorable guest experiences