Director of Front Office

Millennium Hotels and Resorts; Boston (MA); On-site; USD 82,000 - 87,000; Full time

Job summary

The Bostonian, a Millennium Hotels & Resorts property in Boston's historic North End, is seeking a Director of Front Office. This leadership role oversees front desk operations, guest services, and relations to deliver exceptional guest experiences.

You will manage staffing, scheduling, and labor costs in a union environment, ensuring compliance with the applicable CBA while maintaining service excellence and financial performance. Onsite in Boston, MA, with a competitive salary.

Responsibilities

• Oversee front office operations to ensure efficient daily performance and service standards.
• Lead front desk, guest services, concierge, and guest relations activities.
• Establish operational expectations, service standards, and performance goals aligned with hotel objectives.
• Monitor arrivals, departures, VIP accommodations, group movements, room assignments, and special guest requests.
• Prepare staffing schedules and coordinate work assignments in accordance with forecasted occupancy, business needs, applicable job classifications, seniority provisions, and CBA requirements.
• Ensure appropriate shift coverage while complying with contractual scheduling, overtime, break, and other applicable work rules.
• Coordinate with Housekeeping, Reservations, Sales, Engineering, Security, and other departments to address operational priorities and guest needs.
• Conduct operational inspections and shift briefings to maintain service consistency and readiness.
• Develop and maintain standard operating procedures that support operational efficiency and align with company policies and applicable CBA.

Job description

Director of Front Office The Bostonian Hotel Boston | Boston, MA Work Location: Onsite - Boston, MA Salary Range: $82,000-$87,000 annually

Join the Team at The Bostonian

At The Bostonian, hospitality is more than a service-it's an experience shaped by history, character, and genuine connection. From the moment guests arrive, every interaction is an opportunity to create something memorable in the heart of one of America's most iconic cities.

About The Bostonian

Situated in Boston's historic North End-steps from Faneuil Hall, Quincy Market, and the Freedom Trail-The Bostonian offers a distinctive full-service hotel experience in one of the city's most vibrant and culturally rich neighborhoods. With thoughtfully designed guest rooms, flexible meeting and event spaces, and a location at the center of it all, the hotel serves a diverse mix of leisure travelers, business guests, and group events. As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, The Bostonian is backed by a legacy of quality, consistency, and service excellence-driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach. At Millennium, we are guided by our core values: Passion for Hospitality - Delivering meaningful and memorable guest experiences. Entrepreneurial - Taking ownership and acting with agility. Innovation & Progressive - Continuously improving how we operate and serve. Solutions & Results Oriented - Staying adaptable and focused on results. These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams.

About the Role: Director of Front Office

As our Director of Front Office , you will lead front office operations while ensuring exceptional guest service, operational efficiency, and compliance with applicable collective bargaining agreements (CBAs). This position oversees the daily performance of front office functions and works closely with hotel leadership, Human Resources, department managers, and union representatives to maintain a productive, respectful and contractually compliant workplace. In this union hotel environment, you will be responsible for managing staffing, scheduling, labor costs, service standards, and employee performance in accordance with hotel policies and applicable union agreements. You will ensure that scheduling practices, overtime assignments, seniority provisions, job classifications, work assignments, and disciplinary procedures are administered consistently with the applicable CBA. The ideal candidate is an experienced hospitality leader who combines strong operational expertise with sound labor relations judgment. You will be expected to balance guest satisfaction and business objectives with the terms of the collective bargaining agreement, fostering positive working relationships with employees and union representatives while maintaining high standards of service and accountability.

Your Impact

You will play a critical role in shaping the guest experience, developing a high-performing front office team, and supporting the hotel's financial and operational goals. Through visible leadership, effective labor management, and a collaborative approach to employee relations, you will promote a culture of service excellence, fairness, and accountability. By ensuring consistent application of the CBA, partnering proactively with Human Resources, and maintaining effective communication with union representatives, you will help minimize workplace disputes, strengthen employee engagement, and support smooth day-to-day hotel operations.

What You'll Be Doing Front Office Operations & Leadership

• Oversee front office operations to ensure efficient daily performance and consistent delivery of hotel service standards.
• Lead front desk, guest services, concierge, and guest relations activities, as applicable to the hotel's organizational structure.
• Establish clear operational expectations, service standards, and performance goals aligned with hotel objectives and applicable contractual requirements.
• Monitor arrivals, departures, VIP accommodations, group movements, room assignments, and special guest requests to ensure a seamless guest experience.
• Prepare staffing schedules and coordinate work assignments in accordance with forecasted occupancy, business needs, applicable job classifications, seniority provisions, and CBA requirements.
• Ensure appropriate shift coverage while complying with contractual scheduling, overtime, break, and other applicable work rules.
• Coordinate with Housekeeping, Reservations, Sales, Engineering, Security, and other departments to address operational priorities and guest needs.
• Conduct operational inspections and shift briefings to maintain service consistency and readiness.
• Develop and maintain standard operating procedures that support operational efficiency and align with company policies and applic