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 Boston Marriott Burlington, 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 hotel that people want to come to, not through. Find out today what a career with Pyramid Global Hospitality at the Boston Marriott Burlington can mean for you!

What you will have an opportunity to do:

The Front Office Manager is responsible for leading all front office operations, ensuring an exceptional arrival and departure experience for every guest. This role oversees the Front Desk, Guest Services and related functions while driving service excellence, team engagement, and operational efficiency.

Job Description

Key Responsibilities

Leadership & Team Management

Lead, coach, and develop the Front Office team, including supervisors and agents

Foster a positive, service-driven culture aligned with resort values

Conduct training, performance management, and scheduling

Ensure coverage for a 24/7 operation including nights, weekends, and holidays

Guest Experienc e

Deliver and uphold exceptional guest service standards

Resolve guest concerns promptly and professionally, creating “WOW” recovery moments

Ensure VIP arrivals, special requests, and repeat guest recognition are executed flawlessly

Act as Manager on Duty as needed

Operations & Financial Performance

Oversee daily front office operations including check-in/out, room assignments, and cash handling

Collaborate closely with Housekeeping, Engineering, and F&B to ensure seamless operations

Monitor and improve key performance metrics (GSS scores, upsell revenue, occupancy readiness)

Manage labor costs, payroll, and departmental budgets

Systems & Compliance

Ensure adherence to SOPs, brand standards, and safety protocols

Maintain accurate guest records, billing, and reporting

Oversee training on PMS and front office systems

What are we looking for?

3+ years of hotel/resort front office leadership experience

Previous supervisory or management experience required

Strong knowledge of front desk operations and guest service standards

Excellent leadership, communication, and problem-solving skills

Ability to thrive in a fast-paced, high-guest-volume environment

Proficiency with Marriott hotel systems

Flexible schedule including weekends and holidays

Compensation: $75,000 - $85,000

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.