Assistant Front Office Manager

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Check out this video for more information on our great company!

About our property:

The Hilton Philadelphia at Penn’s Landing is a great place to stay during your visit to Philadelphia. Its location is unique: it’s the only hotel located directly on the Delaware River Waterfront at Penn’s Landing in Philadelphia’s downtown. The Hilton Philadelphia at Penn’s Landing’s 350 well-appointed guest rooms and 24,000 square feet of meeting space offer an experience that is hard to match. The guest rooms are fitted with sleek work desks, along with 32” LCD televisions and wall-mounted, plug-n-play consoles for Wi-Fi internet access. Dark wood furnishings, leather lounge chairs, contemporary lighting and gorgeous bathrooms complete the newly renovated guest rooms, which also come with stunning city or river views.

What you will have an opportunity to do:

Essential Responsibilities

Guest Experience & Service Excellence

• 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

Leadership & Team Development

• 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

Operational & Financial Oversight

• 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

Collaboration & Communication

• 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

Required

• Minimum 2 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

What are we looking for?

Compensation:

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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.