Assistant Manager, Front Office
Pyramid Global Hospitality, Tampa, FL, United States
Front Desk Manager – Hotel Flor Tampa Downtown, a Tapestry Collection by Hilton property located in the heart of Tampa. This role oversees the front‑office team and ensures a seamless guest experience for the hotel’s 210 rooms and 13,042 sq ft. of meeting space.
Responsibilities
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.
Qualifications
Minimum 2 years of front‑office leadership experience in a hotel or resort environment.
Strong working knowledge of front‑office systems (OnQ in use, moving to PEP); proven ability to lead teams, manage guest issues, and drive service excellence.
Strong communication, organizational, and problem‑solving skills.
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.
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Responsibilities
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.
Qualifications
Minimum 2 years of front‑office leadership experience in a hotel or resort environment.
Strong working knowledge of front‑office systems (OnQ in use, moving to PEP); proven ability to lead teams, manage guest issues, and drive service excellence.
Strong communication, organizational, and problem‑solving skills.
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.
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