Taskforce Front Office Manager

About the Company

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.

About Our Property

Welcome to The Wade - Lakeshore, a premier property in the Pyramid Global Hospitality portfolio. Situated in the heart of Chicago, Illinois, our hotel features 520 guest rooms and an impressive 20,386 sq ft of meeting space, offering a dynamic and sophisticated environment for both guests and employees. At The Wade, we pride ourselves on delivering exceptional service and creating unforgettable experiences. As a member of our team, you’ll work in a vibrant and supportive setting, surrounded by the stunning views and lively energy of Chicago.

We offer diverse positions across various departments, including guest services, food and beverage, housekeeping, spa and wellness, sales and marketing, and more. Joining our team means becoming part of a close-knit community that values teamwork, professionalism, and a passion for excellence. We provide comprehensive training programs to ensure our employees have the skills and knowledge needed to excel in their roles.

About the Role

The Front Office Manager is responsible for overseeing all front desk operations and ensuring an exceptional guest experience from arrival through departure. This leadership role manages front office staff, drives guest satisfaction, ensures efficient daily operations, and supports revenue and service goals while maintaining brand standards.

Responsibilities

• Create a welcoming and professional environment for all guests.
• Resolve guest concerns, complaints, and special requests in a timely and effective manner.
• Ensure exceptional service standards are consistently delivered.
• Monitor guest feedback and implement service improvement initiatives.
• Oversee daily front office operations, including front desk, guest services, and night audit functions.
• Ensure accurate and efficient check-in and check-out processes.
• Manage room inventory, reservations, and room assignments in collaboration with housekeeping and revenue management teams.
• Maintain compliance with company policies, procedures, and safety standards.
• Recruit, train, coach, and develop front office associates.
• Create employee schedules and manage labor costs.
• Conduct performance evaluations and provide ongoing feedback.
• Foster a positive and collaborative team culture focused on guest satisfaction.
• Monitor and control departmental expenses.
• Review daily reports, occupancy forecasts, and revenue metrics.
• Ensure accurate cash handling, billing, and financial reporting procedures.
• Assist in achieving departmental and property revenue goals.
• Partner with Housekeeping, Sales, Engineering, Food & Beverage, and other departments to ensure seamless hotel operations.
• Participate in management meetings and contribute to strategic planning initiatives.
• Support special events, VIP arrivals, and group business as needed.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 3 years of hotel front office experience.
• At least 1 year of supervisory or management experience.
• Strong knowledge of hotel property management systems (PMS).
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in Microsoft Office Suite.

Preferred Qualifications

• Experience with Opera, Workday, or other hospitality management systems.
• Luxury or upscale hotel experience.
• Bilingual abilities are a plus.

Skills

• Leadership and team development
• Guest-focused mindset
• Strong organizational skills
• Effective conflict resolution
• Financial acumen
• Attention to detail
• Ability to thrive in a fast-paced environment

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Flexibility to work evenings, weekends, and holidays as business needs require.

Benefits

• Medical insurance with employer contribution
• Vision, dental, life, pet, and accident insurance options
• 401(k) program with an employer match and immediate full vesting
• Paid time off
• Exclusive discounts across our portfolio of hotels

Pay

$61,538 - $61,538 per year (based on $1600 weekly rate).