Assistant Front Office Manager

About the role

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe.

Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services.

With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

Duties & Responsibilities

• *Manage all aspects of front desk operations. This includes reservations, front desk, and bell team. *Schedule employees to ensure proper coverage.
• *Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures. Alert management of potentially serious issues.
• *Ensure all staff are properly trained and have the tools and equipment needed to effectively carry out their job functions.

• *Ensure guests receive prompt, professional attention and are greeted upon arrival.
• Respond appropriately to guest complaints.
• Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
• Communicate to staff any VIP, or special needs or requests and follow up on execution.

• *Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives. Manage labor costs and expenses within budget.
• *Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
• *Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.

*Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. *Train appropriate staff on procedures for phone handling to serve as a central communications point during emergency/crisis situations.

*Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Food and Beverage, Housekeeping, and Engineering.

• *Will serve as "manager on duty" as required.
• Accountability: This job is responsible for managing front office operations at a large hotel.
• Typically supervises a shift of front office and bell employees, in addition to other duties.

Requirements

Two or more years front office/guest services leadership (supervisor or manager) experience.

Other

Communication skills utilize a significant amount of time to interact with others; customers, employees, and third parties. Must speak fluent English.

• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often. May be required to work nights, weekends, and/or holidays.

Compensation

$54000.

• $70000.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.