Front Office Manager

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:

At the La Quinta Resort and Club we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a Resort that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the La Quinta Resort and Club can mean for you! 

What you will have an opportunity to do:

The Front Office Manager oversees the daily operations of guest services, front office, reservations, and the front desk to ensure efficient operations and consistently high-quality guest experiences. This position leads and develops team members, establishes clear expectations, manages service performance, and resolves operational challenges while maintaining Hilton standards.

The Front Office Manager oversees the daily operations of guest services, front office, reservations, and the front desk to ensure efficient operations and consistently high-quality guest experiences. This position leads and develops team members, establishes clear expectations, manages service performance, and resolves operational challenges while maintaining Hilton standards.

Essential Duties and Responsibilities

• Direct daily front office operations, coordinating staffing, work assignments, and service priorities to meet guest needs.
• Foster team spirit through effective leadership, guidance, and support.
• Knowledge of ONQ is Preferred
• Communicate clearly, both verbally and in writing, to establish expectations and instruct guest services, front office, reservations, and front desk team members.
• Monitor employee performance, provide coaching and feedback, identify training needs, and hold team members accountable for service standards.
• Use creative management and problem-solving skills to improve operations and ensure compliance with Hilton standards.
• Manage front office operations during high-volume periods, stressful situations, and emergencies, exercising sound judgment and discretion.
• Take ownership of escalated guest concerns, implement appropriate resolutions, and follow up to ensure concerns have been addressed.
• Model exceptional guest service by greeting guests promptly and sincerely, speaking clearly, and listening attentively to requests and concerns.
• Address internal and external customer concerns with patience, tact, and diplomacy; gather accurate information and resolve conflicts effectively.
• Coordinate with other departments to communicate guest needs and support a seamless guest experience.
• Access hotel computer systems to accurately enter, retrieve, review, and analyze operational information.
• Maintain a professional, welcoming, and hospitable service atmosphere at all times.

Knowledge, Skills, and Abilities

The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate the ability to perform the essential functions of the position, with or without reasonable accommodation:

• Leadership and organizational skills to manage daily operations, establish priorities, and develop team members.
• Basic mathematical comprehension to understand and interpret numbers related to hotel operations.
• Ability to read, write, speak, and understand English to communicate effectively with guests and employees.
• Strong interpersonal and conflict-resolution skills, including patience, tact, and diplomacy when handling difficult situations.
• Ability to analyze information, exercise sound judgment, and make effective operational decisions.
• Ability to access and accurately enter information using a moderately complex computer system.
• Ability to remain composed under pressure and manage competing guest and operational needs.

Preferred Experience

Two years of combined front desk and supervisory experience is preferred.

Physical Requirements and Work Environment

The position may require standing, bending, stooping, and lifting items weighing up to 20 pounds, with or without reasonable accommodation.

Hotel operations function 24 hours a day, seven days a week. Scheduling flexibility may be required, including evenings, weekends, and holidays. A professional, welcoming, and hospitable service atmosphere must be maintained at all times.

What are we looking for?

Compensation:

$70000

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$75000

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.