Director of Front Office

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

Located along the shores of Chatham, Massachusetts, Chatham Bars Inn, a Forbes Five-Star resort, stands as a timeless beacon of hospitality, blending rich history with modern luxury on 25 oceanfront acres. With over a century of heritage, the Inn has captivated visitors with panoramic ocean views, impeccable service, and a commitment to preserving the essence of New England charm. The Inn has 217 rooms and suites, from the historic Main Inn to dozens of cottage-style buildings with flower-lined brick walkways and breathtaking views. Chatham Bars Inn is one of Cape Cod’s most beloved destinations for family vacations, romantic getaways, and corporate retreats. Guests of the Inn are able to experience a series of authentic, first-hand Cape Cod experiences such as private cabana rentals along the Inn’s private quarter-mile beach, an oceanfront pool, complimentary bike rentals, private bonfires, tennis courts, a full-service spa, and supervised Kids Crew sessions. The nearby 8-acre Chatham Bars Inn Farm provides the Inn’s restaurants with over 100,000 pounds of produce seasonally and offers popular outdoor farm-to-table dinners at the farm each week. Beyond its picturesque setting and luxurious accommodations, Chatham Bars Inn is renowned for its culinary program. The resort has six different dining options, each offering a unique culinary experience showcasing the freshest local ingredients and innovative flavor. From its historic origins to its modern amenities and exquisite dining, the Inn continues to attract visitors with its charm, elegance, and unwavering dedication to excellence.

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What you will have an opportunity to do

Description

The Director of Front Office is responsible for providing the highest level of personalized service and ensuring exceptional guest experiences throughout all Front Office operations. Responsibilities include, but are not limited to, delivering the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner; gathering pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews; and providing leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams.

The Director of Front Office must serve as a visible role model for the resort's service culture and Forbes Five-Star standards, consistently demonstrating the behaviors, professionalism, and attention to detail expected of every team member. This position is responsible for training, coaching, monitoring, and holding staff accountable to Five-Star service standards, ensuring every guest interaction reflects the resort's commitment to luxury hospitality. Through continuous observation, feedback, recognition, and performance development, the Director fosters a culture of excellence, consistency, and genuine hospitality while ensuring all team members are knowledgeable, confident, and committed to delivering exceptional service on every shift.

Additional responsibilities include

• Be the leader in ensuring that associates are trained in and uphold all service procedures and communication standards that are outlined in the Standard Operating Procedure Manuals. That all 21-day training programs are executed, signed and delivered to HR.
• Be the leader who is visible to guests and associates on the floor, be the leader who is hands-on and included in the management team and stationed in a highly visible area to our guests.
• Be the leader who effectively communicates with the guests and receives and resolves all departmental complaints in a timely manner.
• Develop and implement strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments on customer service improvements and operational efficiency.
• Always present a professional appearance.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a Culture of accountability.
• Organize and conduct monthly departmental and interdepartmental meetings.
• Provide clear direction in advising and instructing staff in details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Work closely with Director of Rooms to ensure proper communications daily.
• Check Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s.
• Forecast and detail the needs of the arriving VIP Guests.
• Work with concierge team on arrivals and information of VIPs and ensure that they can contact them pre-arrival to anticipate all needs.
• Understand the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments by referrals and upselling.
• Execute a Show Me You Know Me program for guest recognition through the front desk department.
• Ensure all team members are maintaining the standards of personal presentation and hygiene.
• Lead resort in overall communication of hotel and local offerings
• Coordinate with leadership teams to ensure each Legacy, VIP guests are met and greeted by a team member personally.
• Empower team to monitor every day of guest stay, resolve challenges and follow up to ensure guest satisfaction. Help develop and guide team’s ability to own recoveries as needed.
• Log all internal and guest related incidents into Know Cross to include factual account and cost of recovery.
• Ensure contracts for all local offerings or third-party bookings are accurate and yield the proper pricing and fees for the hotels.

What are we looking for?

REQUIREMENTS

• Previous Heart of House and Front of House Management experience in luxury Hotels preferred.
• A minimum of 5 years management or supervisory experience
• Effective written and verbal communication skills,
• Superior customer service and interpersonal skills
• Ability to work weekends, holidays, and long hours when necessary.
• Well groomed and professional in appearance
• Superior organizational skills
• Enjoys a fast-paced environment.
• Excellent multi-tasking skills
• Can sit, stand, and walk for extended periods of time.
• Being flexible with schedules and hours
• Most importantly, you must really enjoy people and providing superior service each day.
• Excellent computer skills
• Clear and concise written and verbal communication skills
• Ability to work closely and cohesively with other department heads to ensure guest satisfaction.

Compensation

$90,000.00 -

$100,000.00

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.