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:

Wayfinder Newport is more than just a boutique hotel — it’s a labor of love created by a collective of local chefs, bartenders, artists, designers, and entrepreneurs who proudly call Newport, Rhode Island home. Driven by a shared vision, we set out to reimagine the classic Newport hotel experience with something vibrant, creative, and deeply rooted in the community.   Our property features 187 thoughtfully designed rooms, including 30 spacious deluxe suites, a full-service restaurant, and 2,600 square feet of versatile event space. At Wayfinder Newport, we’re committed to being the best employer in the area. What makes us different? It starts with our people-first culture, comprehensive benefits — including 401(k) with company match — and rewarding bonus programs. We're seeking individuals who are genuinely passionate about hospitality and guest service. Our core values center on personal growth, a strong sense of community, and supporting each other’s success. Every team member plays a vital role in creating the exceptional, memorable experiences our guests return for. We’re building more than a hotel — we’re building a destination. One that people are excited to visit, not just pass through. Discover what a career with Pyramid Global at Wayfinder Newport can mean for you. Join our team and help us shape the future of hospitality in Newport.

What you will have an opportunity to do:

We’re looking for a passionate, guest-focused leader to join our team as Front Office Manager.

At Wayfinder Newport, we believe the best hospitality feels personal. It’s about creating genuine connections, making thoughtful decisions in the moment, and finding small ways to make a guest’s stay memorable. As Front Office Manager, you’ll play a key role in bringing that experience to life every day.

You’ll be a visible, hands-on leader who sets the tone for the Front Office team, builds meaningful connections with guests, and keeps the operation running smoothly. We’re looking for someone who leads from the floor, develops their team, pays attention to the details, and isn’t afraid to roll up their sleeves when the hotel gets busy.

If you love hospitality, enjoy meeting people from all over the world, and naturally look for ways to turn everyday interactions into memorable moments, we’d love to meet you.

Job Description

Create Memorable Guest Experiences

• Set the tone for warm, genuine, and personalized hospitality from arrival through departure.
• Be present and engaged in the lobby, connecting with guests and supporting the team throughout the day.
• Oversee VIP, group, and special arrivals, identifying opportunities to personalize the guest experience.
• Anticipate guest needs and empower the team to make thoughtful decisions in the moment.
• Step in when something doesn’t go as planned, resolving concerns with confidence, creativity, and genuine care.
• Monitor guest reviews, surveys, and feedback to celebrate wins, identify trends, and continuously improve the experience.

Lead & Develop the Team

• Lead by example and create a Front Office culture built around hospitality, teamwork, accountability, and fun.
• Recruit, interview, coach, and develop Front Desk, Shuttle, and Bell team members.
• Provide regular feedback, recognition, coaching, and opportunities for professional growth.
• Get to know your team, understand their strengths, and help them build confidence and hospitality skills.
• Lead daily briefings and shift handovers so everyone is prepared for arrivals, departures, groups, VIPs, special requests, and the unexpected.
• Create an environment where team members feel comfortable taking ownership of the guest experience.

Own the Operation

• Oversee day-to-day Front Office operations and ensure each shift runs smoothly.
• Work alongside the team during busy arrival and departure periods and step in wherever needed.
• Maintain accurate guest profiles, reservations, billing, and information within the hotel’s PMS and related systems.
• Manage scheduling based on occupancy, business levels, events, and the needs of the hotel.
• Create and maintain Front Office standards and SOPs while recognizing when flexibility and good judgment create a better guest experience.
• Partner closely with Housekeeping, Maintenance, Food & Beverage, Sales, and Revenue Management to create a seamless experience throughout the hotel.
• Communicate openly across departments and proactively address operational challenges before they impact the guest.

Manage the Details

• Balance exceptional hospitality with thoughtful management of labor and departmental expenses.
• Oversee cash handling, deposits, audits, and Front Office controls.
• Maintain accurate departmental records and reporting.
• Support hotel safety, security, emergency, and loss-prevention procedures.
• Take ownership when challenges arise and help find practical solutions.
• Pitch in wherever needed. In an independent hotel, no two days look exactly the same, and that’s part of what makes it fun.

What We're Looking For

• 3–5 years of hotel Front Office experience, including experience leading or supervising a Front Office team.
• A genuine love of hospitality and creating memorable experiences for people.
• A hands-on leadership style. You’re just as comfortable coaching a team member as you are jumping behind the desk during a busy arrival.
• A warm, confident, and engaging personality.
• Strong instincts when it comes to reading a situation and finding the right solution for a guest.
• The ability to coach, motivate, and develop a team while holding people accountable to clear expectations.
• Strong organizational skills and attention to detail.
• The ability to balance the guest experience with the operational and financial needs of the hotel.
• Strong computer skills and experience with hotel PMS and reservation systems.
• Excellent written and verbal communication skills.
• The ability to stay calm, positive, and solution-focused in a fast-moving environment.
• Flexibility to work evenings, weekends, and holidays based on the needs of the hotel.
• College degree preferred, or equivalent hospitality experience.

Most Importantly

You understand that great hospitality isn’t about following a script. It’s about noticing the details, reading the moment, empowering your team, and finding genuine ways to make people feel welcome.

You take pride in creating an experience guests remember, a workplace where people enjoy coming to work, and a Front Office operation that feels effortless even when there’s a lot happening behind the scenes.

#IND400

What are we looking for?

Compensation:

$62,000.00

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$65,000.00

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.