About our property:
The award-winning, 480-acre Saddlebrook Resort has made a name for itself as a premier meeting and vacation destination, as well as one of the nation's preeminent athletic training facilities. Purposely planned as a car-free Walking Village, the resort setting allows guests to easily walk everywhere, surrounded by lagoons and cypress trees. Families and groups visiting our upscale hotel near Tampa, Florida, may choose from 495 rooms and suites with a total of 800 bedrooms, clustered around nine serene courtyards complete with gardens, stone benches, stone paver walkways and native Florida landscaping. Exceptional restaurants and lounges, two golf courses, multiple tennis courts and more complete our offerings.
What you will have an opportunity to do:
The
Front Office Manager is responsible for leading all Front Office operations, including Front Desk, Guest Services, Bell/Valet coordination (if applicable), and the overall arrival and departure experience. This role ensures exceptional guest satisfaction, operational excellence, financial accountability, and team engagement, while consistently delivering on Pyramid Global Hospitality's
People First, Integrity, and Excellence values. The Front Office Manager plays a key leadership role in setting the tone for the guest journey and developing a service-driven, high-performing team.
Where Passion Meets Performance and Hospitality Becomes Legendary. Saddlebrook Resort proudly stands as a premier luxury destination and the Home of the Game Changers - Changing the Game, where our team lives Pyramid Global Hospitality's values of People First, Integrity, and Excellence while delivering world-class experiences in sports, hospitality, and guest service. Come Play for a Winning Team!
What are we looking for?Essential ResponsibilitiesGuest 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 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
Preferred - Resort or luxury hospitality experience
- Experience working in a multi-outlet, high-volume environment
- Prior experience managing union or diverse workforces
- Familiarity with Pyramid Global Hospitality standards and systems
Core Competencies (Game Changer Behaviors) People First- Leads with empathy, respect, and inclusivity
- Develops and supports associates through coaching and feedback
Integrity - Demonstrates honesty, accountability, and sound judgment
- Upholds policies, procedures, and ethical standards consistently
Excellence - Drives high standards of service and operational execution
- Uses data and feedback to continuously improve performance
Leadership & Communication - Inspires trust and teamwork
- Communicates clearly with guests, associates, and leaders
Physical & Work Requirements - 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
Why Join Pyramid Global Hospitality? At Pyramid Global Hospitality, we believe in
putting people first, investing in our teams, and creating environments where associates can thrive and grow. Saddlebrook Resort offers an exciting opportunity to be part of a
Game Changers culture during a dynamic period of growth and transformation.
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Compensation: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.
