Director of Front Office Operations

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 The Potomac Hotel, Autograph Collection, a distinguished property in the Pyramid Global Hospitality portfolio overlooking the Potomac River in Washington, D.C. Featuring 373 guest rooms and 38,000 sq ft of indoor meeting and event space, the hotel offers a dynamic hospitality environment just minutes from The Wharf, National Mall, Capitol Hill, and many of the city's most recognizable landmarks.



At The Potomac Hotel, team members have the opportunity to build their careers within a full-service property featuring two restaurant and bar concepts, a spa and fitness center, and extensive meetings and events operations. As part of our team, you'll join Pyramid Global Hospitality's People First culture, where collaboration, professional development, and growth opportunities are central to the associate experience.



Whether you're beginning your hospitality career or ready for your next opportunity, you'll find a supportive environment where your contributions matter. If you're passionate about exceptional hospitality and interested in growing your career in the heart of Washington, D.C., we invite you to explore opportunities at The Potomac Hotel and join our Pyramid Family.

What you will have an opportunity to do:

About The Potomac Hotel and Pyramid Global Hospitality

The Potomac Hotel, Autograph Collection is a distinctive waterfront hotel located along the Potomac River in Washington, D.C. Featuring 373 guest rooms, extensive meeting and event space, distinctive dining experiences, a full-service spa, and a prime location near The Wharf and National Mall, the hotel offers associates the opportunity to build their careers in a dynamic, full-service hospitality environment.

The Potomac Hotel is managed by Pyramid Global Hospitality, a leading hospitality management company with a diverse portfolio of hotels, resorts, and conference centers. Through a culture centered on People First, Integrity, and Excellence, Pyramid is committed to creating an environment where associates are respected, supported, empowered to grow, and given opportunities to make a meaningful impact.

Position Summary

The Director of Front Office is responsible for leading all Front Office operations to ensure exceptional guest service, operational efficiency, and financial performance. This position oversees the Front Desk, Guest Services, Concierge, Bell Services, Transportation Services and PBX/Guest Communications. The Director of Front Office serves as a key member of the hotel leadership team, ensuring the highest standards of guest satisfaction, employee engagement, and brand compliance.

The successful candidate will drive service excellence, foster a culture of hospitality, and collaborate with all hotel departments to create memorable guest experiences while achieving operational and revenue goals.

Essential Duties and Responsibilities

Guest Experience & Service Excellence

• Champion a guest-first culture consistent with Autograph Collection and Marriott brand standards.

• Ensure exceptional guest service at all touchpoints from arrival through departure.

• Resolve guest concerns promptly and professionally, maintaining high guest satisfaction scores.

• Monitor online reviews, guest feedback, and service recovery opportunities.

• Maintain a visible presence in the lobby and public areas during peak business periods.

Operational Leadership

• Direct daily Front Office operations, including Front Desk, Concierge, Bell Services, Valet coordination, and Guest Services.

• Ensure adherence to all hotel policies, procedures, and brand standards.

• Develop and implement operational improvements to enhance service delivery and efficiency.

• Maintain appropriate staffing levels based on occupancy forecasts and business demand.

• Oversee room inventory management and work closely with Reservations, Revenue Management, and Housekeeping to maximize room utilization.

Financial Management

• Prepare and manage departmental budgets.

• Monitor labor costs and productivity standards.

• Analyze operating reports and implement corrective action plans when necessary.

• Support revenue optimization initiatives through upselling and guest engagement programs.

• Ensure accurate cash handling and internal control procedures.

Leadership & Team Development

• Recruit, interview, hire, train, coach, and develop Front Office team members.

• Conduct performance evaluations and provide ongoing feedback.

• Promote employee engagement, recognition, and career development opportunities.

• Foster a positive and inclusive work environment.

• Ensure compliance with company policies, labor agreements, and applicable employment laws.

Safety & Compliance

• Ensure compliance with all federal, state, and local regulations.

• Maintain safe working conditions and support workplace safety initiatives.

• Ensure proper handling of guest information and compliance with privacy standards.

• Respond effectively to emergencies, security incidents, and operational disruptions.

Collaboration

• Partner closely with Housekeeping, Engineering, Food & Beverage, Security, Sales, and Revenue Management.

• Participate in executive meetings and strategic planning initiatives.

• Support special events, VIP arrivals, and high-profile guest experiences.

What are we looking for?

Qualifications

Education & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

• Minimum 5-7 years of progressive hotel operations experience.

• Minimum 3 years in a senior Front Office leadership role within a full-service or luxury hotel environment.

• Marriott brand experience strongly preferred.

• Union environment experience preferred.

Knowledge, Skills & Abilities

• Strong leadership and team-building skills.

• Excellent communication and interpersonal abilities.

• Proven ability to manage multiple priorities in a fast-paced environment.

• Strong financial acumen and budgeting experience.

• Proficiency with hotel property management systems (Opera preferred).

• Knowledge of Marriott standards and service culture.

• Ability to analyze operational data and implement effective solutions.

• Strong conflict resolution and guest recovery skills.

Physical Requirements

• Ability to stand and walk for extended periods.

• Ability to occasionally lift and carry up to 25 pounds.

• Must be able to work flexible schedules including evenings, weekends, and holidays as business needs require.

Core Competencies

• Leadership Excellence

• Guest Service Focus

• Strategic Thinking

• Financial Acumen

• Team Development

• Problem Solving

• Communication Skills

• Accountability

• Operational Excellence

• Brand Stewardship

The Potomac Hotel, Autograph Collection

The Potomac Hotel is committed to providing equal employment opportunities to all employees and applicants. We celebrate diversity and are committed to creating an inclusive workplace where all associates can thrive.

EOE/M/F/D/V

Compensation:

$105,000.00

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$110,000.00

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.