Front Office Manager

About Us
At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.
Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.
Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.
Check out this video for more information on our great company!
Location Description
Overview
Come be a part of something bigger!
Pyramid Global Hospitality is a strong believer in offering our employees Work-Life Effectiveness through, practices, policies, and programs to help our employees achieve success at both work and home. Here are just some of the great benefits we offer:

• Full Time employees have access to Medical and Dental insurance to fit your needs
• Mosaic Learning Center (You can grow both personally and professionally through on-line webinars and self-study courses)
• 401K match (Let us help you build your financial future)
• Companywide Hotel Room Discounts (Who doesn't love to get away?)
• Paid Time Off
• Employee Assistance Program (We are here to support you and your loved ones)
• Partnerships and discounts with major retailers such as AT&T, Verizon and Dish to name a few
• Many more!

Qualifications
PRIMARY PURPOSE OF THE POSITION: The Front Office Manager is responsible for ensuring a positive guest experience for all guests and ensuring that employees under his/her leadership are led and empowered in a positive manner so that financial contributions to the Hotel are maximized. This position also requires customary and regular exercise of independent judgment and discretionary powers in the day-to-day performance of job duties. The Front Office Manager sets and maintains an elevated level of guest service and ensures that all standards of operation and the Hotel's policies and procedures are implemented and maintained in a consistent manner.
ESSENTIAL FUNCTIONS: (This list of essential functions is not exhaustive and may be supplemented and changed, as necessary.)

• Lead, direct and administer all Front Office operations to include, but not limited to budgeting and forecasting, purchasing and inventory control, department management, policy, procedure and operation standards implementation and enforcement, meeting participation and facilitation.
• Manage and develop the performance of employees to include, but not limited to, providing supervision and professional development, scheduling, conducting coaching, counseling and evaluations and delivering recognition and reward.
• Interview prospective candidates, hire, train, direct, supervise and discipline employees.
• Determine schedules, sequences, and assignments for work activities, based on work priority, business forecast, payroll budget guidelines and productivity requirements, monitor timecards, submit payroll, and manage labor standards.
• Function as a liaison between guests and the hotel while maintaining an elevated level of customer service. Meet, greet, and make guests feel welcome, respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Manage and train staff in effective guest relations and hotel service culture to ensure the department provides an elevated level of customer service.
• Review VIP and package arrivals daily. Ensure that all VIP rooms are inspected, and that special requests and guest requests are attended to.

OTHER FUNCTIONS:

• Maintain professional contact via telephone with all other hotel departments such as, Reservations, Sales, Housekeeping, Engineering, etc., to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.
• Participate in financial activities such as the setting of room rates, the Front Office budget, and allocation of funds to departments.
• Possess knowledge of restaurants, amenities, clubs, and tourism industries to provide to hotel guests.
• Maintain required records of work hours, budgets, payrolls, and other information for department.
• Direct tours of the hotel for business, educational and social organizations.
• Personally develop relations with well-established services: bonded baby-sitters, florists, beauty, and barber shops, etc.
• Participate in Manager on Duty program.
• Any other functions as assigned by management.

SUPERVISORY RESPONSIBILITIES: Manages all employees in the Front Office Department.
QUALIFICATIONS REQUIREMENTS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Knowledge of operations management, profit and loss responsibility, departmental budget preparation and budget controls.
• Ability to handle sensitive, confidential information discreetly and professionally
• Strong detail orientation; ability to set priorities, multi-task and meet deadlines
• Basic computer skills; proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)
• Excellent verbal and written communication skills
• Excellent time management and organizational skills
• Excellent problem-solving skills, including the ability to solve problems without direct supervision.

• Ability to use Front Office software and payroll system.

EDUCATION and/or EXPERIENCE: Bachelor's degree or Hotel Management program certificate; or minimum of two years related experience and/or training; or equivalent combination of education and experience.

• Previous experience in a 4-to-5-star hotel (and the quality and services expectations associated therewith) preferred.
• Minimum of two years of experience in a hotel or related field, and supervisory experience.
• Multilingual skills are preferred.

LANGUAGE SKILLS: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions or requests from groups of managers, clients, co-workers, and the public.
MATHEMATICAL SKILLS: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist. Ability to interpret a variety of instructions furnished in written, oral diagram, or schedule form.
CUSTOMER RELATIONS SKILLS: Knowledge of principles and processes for providing customer service. Must have assessment techniques, quality service standards, alternative delivery systems and customer satisfaction evaluation techniques.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential duties.
While performing this job, the employee is regularly required to stand, walk, sit, speak, hear, reach, bend over, stoop, use hands, use fingers, write, see, feel objects, handle paper, wires, pens, boxes, and occasionally kneel. Occasional lifting or moving may be required of objects of up to 50 pounds.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• The noise level in the work environment is usually moderate to loud.
• The temperature can fluctuate from cold to hot.