Property About Us 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! Location Description Embrace a career surrounded by Utah's natural beauty, with Black Rock Mountain Resort offering a perfect balance of work and play in the picturesque landscapes of Heber City. As a hub for professional excellence, our resort provides modern amenities and a supportive community, inviting enthusiastic individuals to curate outstanding guest experiences against majestic mountains. Immerse yourself in a workspace that prioritizes both your well-being and career growth as Black Rock Mountain Resort becomes not just a workplace but a vibrant community where collaboration thrives. Explore the local charm of Heber City and neighboring attractions, creating a life you'll love in this welcoming environment. Join us, where your career journey meets adventure, and every day is an opportunity to shape the future amid the wonders of Utah's landscape! Overview Elevate Your Career by joining the Black Rock Mountain Resort Family! At Black Rock Mountain Resort, we are an Employer of Choice—we understand that the care of our team members is as important as the service we provide to our guests and the communities around us. We offer all of our employees the following benefits: Highly competitive wages Free parking Hotel room discounts and travel benefits 401K Plan with Employer Match Additionally, we offer our full-time employees the following benefits: Paid Time Off (PTO) Unlimited Paid Time Off (PTO) rollover Paid Time Off (PTO) cash out options Comprehensive employee benefit/insurance programs Company paid life and AD&D insurance Tuition reimbursement 7 Paid Holidays The Black Rock Mountain Resort is an Equal Opportunity Employer. As the Director of Front Office, you will lead the heart of our guest arrival and departure experience. This role oversees the strategic and day-to-day operations of all front-of-house guest services, including Front Desk, Bell Services, Shuttle Services, and Night Audit. You will be responsible for optimizing guest satisfaction, enhancing team performance, ensuring profitability, and aligning operations with the overall mission of delivering outstanding service and unforgettable guest experiences. With a passion for hospitality and a keen eye for operational detail, you will develop a team culture focused on excellence, accountability, and connection. ESSENTIAL FUNCTIONS: Leadership and Team Development Lead, train, mentor, and inspire a multi-functional front office team to deliver exceptional guest service and operational efficiency. Conduct performance evaluations, career development planning, succession planning, and team engagement activities. Ensure clear communication through daily briefings, SOP updates, and consistent coaching. Guest Experience & Service Recovery Serve as the face of the hotel, greeting VIP guests, resolving high-level service issues, and modeling authentic hospitality. Oversee the handling of guest concerns, requests, and special occasions with urgency, empathy, and effectiveness. Drive service consistency through quality assurance checks and performance metrics. Collaborate with operational teams to find operational defects and develop improvements to service. Operational Oversight Oversee all Front Office functions including check-in/check-out, room inventory, bell services and shuttle services, and night audit. Collaborate with Housekeeping, Engineering, and other departments to ensure seamless guest flow and readiness of rooms. Ensure compliance with hotel standards, policies, and legal regulations. Manage the Room Rental Program with our Owners Relations Manager. Financial Management and Strategic Planning Manage departmental budget, payroll forecasting, labor management, and P&L review. Optimize room inventory, pricing strategies, and upsell opportunities in partnership with Revenue Management. Analyze guest service scores, revenue data, and operational trends to make strategic adjustments. Systems & Reporting Ensure proper use of all front office systems (preferably Infor). Oversee audit procedures and accuracy of guest billing and cashiering functions. Prepare and present operational reports, KPI analysis, and guest satisfaction summaries. Qualifications Education and Experience Bachelor’s degree in hospitality management or related field preferred. Minimum 5 years of progressive hotel Front Office experience, including 2+ years in a leadership role (Manager or Director level). Experience with condo hotels is a plus. Experience in a full-service or luxury hotel environment strongly preferred. Skills and Competencies Exceptional leadership and interpersonal skills with the ability to motivate and align teams across departments. Strong conflict resolution, emotional intelligence, and service recovery skills. Ability to manage relations with transient guests, group guests, event attendees and condo unit owners. Advanced proficiency in hotel PMS and front office systems (Infor, Opera, etc.). Financial acumen including budget management, labor control, and forecasting. Excellent communication (verbal and written) and guest engagement abilities. Highly organized, detail-oriented, and able to multitask in a fast-paced environment. Ability to analyze data, generate reports, and make informed decisions that improve guest satisfaction and revenue. PHYSICAL REQUIREMENTS: Ability to stand or walk for extended periods of time (up to 8+hours). Must be able to lift up to 25 pounds occasionally (e.g., assisting with luggage). Flexible availability including weekends, holidays, and evenings as needed. Ability to work in indoor environments with typical hotel conditions (air conditioning, moderate noise, fast-paced). Compensation Range The compensation for this position is $75,000.00/Yr. - $85,000.00/Yr. based on qualifications and experience.