Front Desk Lead: Guest Services & Operations

Courtyard Boston Downtown/North Station; Boston (MA); On-site; USD 39,000 - 55,000; Full time

Job summary

Courtyard Boston Downtown/North Station in Boston, MA is seeking a Front Office Supervisor to oversee daily Front Office operations, greet guests, and ensure a smooth arrival and departure experience. You will lead Front Office staff, train performance, resolve guest issues, and coordinate with other departments to maintain service standards while handling cash and reservations.

This leadership role requires strong communication, problem-solving, and the ability to work in a fast-paced hotel

Qualifications

• High school diploma with 0–3 months related experience or training (or equivalent).
• 4 year degree in hospitality or business preferred.
• Previous front office or hotel experience; supervisory experience preferred.

Responsibilities

• Provide clear direction to Front Office staff, assigning work and instructing agents in details of work while enhancing team morale.
• Observe and train Front Office staff performance and encourage improvement, ensuring productivity, efficiency and standards of service are exceeded.
• Resolve customer issues and complications and determine effective solutions, including authorizing revenue allowances. Make decisions based on good judgment, accommodating unusual circumstances.
• Welcome and register guests into hotel, ensuring requests are fulfilled and following all special instructions.
• Adhere to established security and credit policies and protocols, and guide Front Office staff on correct procedures.
• Select and block rooms for arriving guests, pre-register individuals or groups as required, assist in escorting VIPs and return guests to their rooms as requested.
• Check guests out of the hotel, make change, cash checks, and post charges to guest accounts.
• Promote Fontainebleau Development and Courtyard marketing programs.
• Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy.
• Quote and maintain familiarity with room and rate availability for current and future dates and accept reservations, changes and cancellations as needed.
• Work closely with all departments to coordinate the efficient handling of guest requests and inventory.
• Handle hotel emergency procedures and situations with maturity and professionalism.
• Perform tasks and projects as delegated by Front Office Management.
• Other duties and responsibilities as assigned.
• The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
• Maintain a safe work environment for co-workers and a safe hotel for guests.

Skills

Leadership

Front Office supervision

Guest service

Communication

Conflict resolution

Multi-tasking

Cash handling

Education

High school diploma

Bachelors in hospitality or business preferred

Job description

Courtyard Boston Downtown/North Station in Boston, MA is seeking a Front Office Supervisor to oversee daily Front Office operations, greet guests, and ensure a smooth arrival and departure experience. You will lead Front Office staff, train performance, resolve guest issues, and coordinate with other departments to maintain service standards while handling cash and reservations.

This leadership role requires strong communication, problem-solving, and the ability to work in a fast-paced hotel