Front Office Manager

Pyramid Global Hospitality is a renowned hospitality management company dedicated to putting people first. The company prides itself on fostering a supportive and inclusive work culture that emphasizes diversity, growth, development, and employee wellbeing. With a portfolio of over 230 properties worldwide, Pyramid Global Hospitality is recognized for its commitment to employee development, offering comprehensive health insurance, retirement plans, paid time off, on-site wellness programs, local discounts, and employee rates on hotel stays. This holistic approach ensures that employees are valued and equipped with the skills and opportunities they need to advance their careers within the hospitality industry.

One of Pyramid Global Hospitality’s flagship properties is the OKANA Resort and Indoor Waterpark, located in the vibrant Horizons District of Oklahoma City, Oklahoma. This premier destination stands out with its dynamic indoor waterpark, over 400 well-appointed guest rooms and suites including premium riverfront accommodations, diverse dining options, and extensive meeting and event spaces covering 30,000 square feet. OKANA Resort is not only a place for guests to enjoy exceptional experiences but also serves as a significant career hub in the heart of Oklahoma City.

The Front Office Manager role at OKANA Resort & Indoor Waterpark is a key leadership position within the property's rooms division, responsible for managing the daily operations of the front desk to ensure a welcoming, efficient, and high-quality guest experience. The role demands a proactive and visible leader who actively engages with guests, resolves any concerns in real time, and ensures adherence to both resort and brand standards. The manager will oversee guest escalations, service recovery efforts, and the smooth operation of front office activities, including cash handling, shift balancing, reservations accuracy, and compliance with safety and security protocols.

In addition to guest service responsibilities, the Front Office Manager plays a crucial role in team development and leadership. This includes recruiting, training, coaching, and mentoring front desk team members to uphold service excellence standards while fostering a strong "People First" culture that prioritizes employee engagement, accountability, and recognition. Collaboration with Human Resources on performance management and maintaining efficient scheduling to meet business demands are also essential functions of this role.

Operationally, the manager collaborates closely with other departments such as Revenue Management, Housekeeping, Engineering, Sales, and Events to ensure operational alignment and superior guest satisfaction. The role requires monitoring key performance indicators (KPIs) around guest satisfaction, upselling, and service recovery trends to facilitate continuous improvement and success.

Ideal candidates will bring 3 to 5 years of front office leadership experience in a hotel or resort environment, familiarity with Property Management Systems like Opera, and strong leadership, communication, problem-solving, and organizational skills. Flexibility to work evenings, weekends, and holidays is necessary. Preferred candidates may have experience in luxury or high-volume multi-outlet hospitality settings and knowledge of Pyramid Global Hospitality’s systems and standards.

Working at OKANA Resort & Indoor Waterpark means joining a culture dedicated to innovation, collaboration, and delivering exceptional guest experiences every day. Pyramid Global Hospitality ensures employees benefit from a career in a supportive workplace environment that values personal and professional growth. This role offers the chance to be part of a world-class destination, where the blend of career aspirations and guest service excellence creates a unique and rewarding hospitality journey. Join OKANA and Pyramid Global Hospitality to be part of a team where you can thrive and make a meaningful impact in the dynamic hospitality industry.