Director of Front Office

Job description

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. 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. Where Passion Meets Performance and Hospitality Becomes Legendary. Saddlebrook Resort proudly stands as a premier luxury destination and the Home of the Game Changers – Changing the Game, where our team lives Pyramid Global Hospitality’s values of People First, Integrity, and Excellence while delivering world-class experiences in sports, hospitality, and guest service. Come Play for a Winning Team! What are we looking for? Essential Responsibilities Guest Experience & Service Excellence 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 Leadership & Team Development 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 Operational & Financial Oversight 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 Collaboration & Communication 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 Qualifications Required 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 Preferred Resort or luxury hospitality experience Experience working in a multi-outlet, high-volume environment Prior experience managing union or diverse workforces Fa miliarity with Pyramid Global Hospitality standards and systems Core Competencies (Game Changer Behaviors) People First Leads with empathy, respect, and inclusivity Develops and supports associates through coaching and feedback Integrity Demonstrates honesty, accountability, and sound judgment Up holds policies, procedures, and ethical standards consistently Excellence Drives high standards of service and operational execution Uses data and feedback to continuously improve performance Leadership & Communication Inspires trust and teamwork Communicates clearly with guests, associates, and leaders Physical & Work Requirements Ability to stand and walk for extended periods Ability to lift up to 25 pounds occasionally Ability to work in a fast-paced, guest-facing environment Why Join Pyramid Global Hospitality? At Pyramid Global Hospitality, we believe in putting people first , investing in our teams, and creating environments where associates can thrive and grow. Saddlebrook Resort offers an exciting opportunity to be part of a Game Changers culture during a dynamic period of growth and transformation. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Compensation: - Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.