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: Welcome to InterContinental Seattle Bellevue, a distinguished addition to Pyramid Global Hospitality and a beacon of modern luxury in the heart of downtown Bellevue. Anchored within Avenue Bellevue, a premier lifestyle destination featuring luxury residences, our hotel offers 208 elegantly appointed guest rooms and 12,000 square feet of refined meeting and event space. Designed by internationally acclaimed Hirsch Bedner Associates, every detail reflects sophistication, innovation, and a true sense of place. At InterContinental Seattle Bellevue, we pride ourselves on a culture of excellence that celebrates people, nurtures growth, and delivers authentic service. Candidates will have the opportunity to build their careers with a premier luxury hotel brand, where every role contributes to creating unforgettable guest experiences. Whether your passion lies in guest services, culinary arts, or event management, joining our team means becoming part of an environment that is dynamic, supportive, and deeply committed to your professional success. Here, you will have the opportunity to make a lasting impact while working in a setting that embodies the best of Bellevue’s luxury landscape. Benefits offered to full-time associates: Paid Time Off -2.15 hours for every 40 hours worked~14 days -7 Paid Holidays, 2 Floating Holidays -Medical (through United Healthcare), dental, and vision insurance – available to you on the first of the month after your start date -Competitive Matching 401K -Health Savings Account -Healthcare Flexible Saving Account -Supplemental Medical Insurance including Accident Insurance, Critical Illness, and Hospitality Indemnity -Supplemental Short-Term Disability Insurance -Basic Life and Accidental Dismemberment Insurance -Basic Long-Term Disability Insurance -Life Insurance buy-ups -Employee Assistance Program -Pet Insurance Benefits offered to part-time associates: -Sick Time (accrue 1 hour for every 30 hours worked). Benefits offered to all associates: -Competitive Salary -Competitive Matching 401K -Cash incentives programs What you will have an opportunity to do: Our guests’ memorable experiences have to start somewhere. So why not be with you? We’re looking for a new Director of Front Office to take ownership of delivering exceptional first impressions – managing everything from registration and reservations to porter and Guest services. Ideal candidates should have Front Desk management experience and work alongside the operations team and manage Guest Services areas. We are looking for someone who has leadership skills to take us to the next level of customer service and guest satisfaction . Lead and manage all Front office associates including but not limited to : Guest Services, front desk agents and Night Audit team. Creating weekly schedules for all staff in a timely manner . Work in collaboration with the Operations team and General Manager. Respond to guests' concerns or guest reviews in a timely manner . Responsible for keeping up the Guest Satisfaction scores. Implementing and following IHG Brand Standards. Ensuring proper execution of VIP requirements including room requests, amenities, etc. Follow and direct all safety and security procedures. Provide coverage as the acting Manager on Duty as necessary. Ability to work independently. Excellent written, verbal, analytical, and communication skills are a must . Must also be willing to train and mentor all associates in company culture and customer service skills. Create the perfect working environment for your team to thrive and drive collaboration between departments. Providing guests with all the information they need to enjoy a truly memorable experience. Overseeing night audit function, preparing daily financial reports, and delivering accurate forecasts. Ability to maintain the department's budget . W ork alongside the finance team to understand what is needed or required to keep within the budget. Conducting routine inspections of the front office and public areas – taking immediate action to correct any deficiencies. Performing Front Desk duties as needed for overage. Create room blocks and reservations when needed. Work with the HR Department on Recruitment efforts. Understanding all front office standards and procedures. Maintain confidentiality when handling guest and/or associate information. Communicating with other operation teams by using KYC for any guest requests or concerns. Take initiative on ways to ensure the team is effective and efficient. Other duties as assigned by the General Manager. What are we looking for? Requirements: Bachelor’s degree, higher education qualification or equivalent in Hotel Administration or Business Administration . Four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and work experience. Must have excellent organizational skills. Local candidate with hotel experience preferred (knowledge of the Bellevue and Seattle Market) but not required . Knowledge of Opera PMS system experience is preferred but not required . Previous experience working in a luxury hotel is a plus. We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life. We welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds , experiences, and perspectives. Compensation: $95000 - $120000 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.