Front Desk Manager

Coral Gables, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Benefits

Health Insurance

retirement plans

Paid Time Off

On-site wellness programs

Local discounts

employee hotel rates

comprehensive training

Job Description

Pyramid Global Hospitality is a renowned hospitality company dedicated to fostering a People First culture that emphasizes employee wellbeing, diversity, growth, and development. With a portfolio encompassing over 230 properties worldwide, Pyramid Global Hospitality stands as a leader in the hospitality industry, renowned for its supportive and inclusive work environment. The company places great importance on creating meaningful relationships and investing in employee development, offering a range of benefits including comprehensive health insurance, retirement plans, paid time off, on-site wellness programs, local discounts, and exclusive employee rates on hotel stays. Pyramid Global Hospitality’s commitment extends beyond basic benefits to include ongoing training and career advancement opportunities, positioning itself as an ideal employer for individuals at all stages of their hospitality careers.

THesis Hotel Miami, part of the Pyramid Global Hospitality portfolio, offers a vibrant work environment located in Miami, Florida. This distinguished hotel features 245 stylish guest rooms and over 15,000 square feet of adaptable meeting space. Recognized for delivering exceptional guest experiences, THesis Hotel Miami fosters an atmosphere of professionalism, teamwork, and excellence, creating a perfect setting for those passionate about hospitality. The hotel offers positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, and sales and marketing, all supported by comprehensive training programs. The Front Office Manager role at THesis Hotel Miami is an integral leadership position responsible for managing daily front office operations, ensuring a seamless guest experience, leading a dedicated team, and maintaining operational and financial oversight. This role demands a proactive leader who excels in service excellence, team development, operational management, and cross-departmental collaboration, all while upholding brand standards and company policies. By joining THesis Hotel Miami, individuals gain the opportunity to be part of a dynamic and culturally rich environment in one of Miami’s premier hotels, with the backing of Pyramid Global Hospitality’s values and resources.

Job Requirements

Minimum 3 years of Front Office leadership experience
Experience with property management systems, preferably Opera
Strong leadership and team management skills
Excellent communication and problem-solving abilities
Ability to work flexible hours including nights, weekends, and holidays
High school diploma or equivalent
Physical ability to stand and walk for extended periods
Ability to lift up to 25 pounds occasionally
Ability to work in a fast-paced, guest-facing environment

Job Qualifications

Minimum 3-5 years of Front Office leadership experience in a hotel or resort environment
Strong working knowledge of Front Office systems (PMS experience required
Opera preferred)
Proven ability to lead teams, manage guest issues, and drive service excellence
Strong communication, organizational, and problem-solving skills
Ability to work flexible schedules, including evenings, weekends, and holidays
Resort or luxury hospitality experience preferred
Experience working in a multi-outlet, high-volume environment preferred
Prior experience managing union or diverse workforces preferred
Familiarity with Pyramid Global Hospitality standards and systems preferred

Job Duties

Lead and oversee daily Front Office operations to ensure a seamless, welcoming, and professional guest experience
Serve as a visible leader in the lobby and arrival areas, actively engaging with guests and resolving concerns
Handle guest escalations promptly and effectively, ensuring service recovery aligns with brand standards
Ensure all service standards, brand expectations, and resort policies are consistently followed
Recruit, train, coach, and develop Front Office associates to deliver consistent service excellence
Foster a People First culture that emphasizes respect, engagement, accountability, and recognition
Conduct regular performance feedback, coaching, and documentation in partnership with Human Resources
Create effective schedules to meet business demands while controlling labor costs
Oversee daily cash handling, shift balancing, and audit readiness
Ensure accuracy of room inventory, rates, arrivals, departures, and guest profiles
Monitor KPIs including guest satisfaction scores, labor productivity, upsell performance, and service recovery trends
Partner with Revenue Management, Housekeeping, and Engineering to ensure operational alignment
Enforce policies related to safety, security, and compliance
Work closely with Housekeeping to ensure room readiness and accurate status reporting
Partner with Sales and Events on group arrivals, VIP coordination, and special requests
Communicate effectively with Security regarding guest safety and incident management
Maintain open communication with senior leadership regarding operational risks and opportunities