Front Desk Manager - Hilton Garden Inn-Marlborough, MA

CSM Corporation; Marlborough (MA); On-site; USD 55,000 - 65,000; Full time

Job summary

Hilton Garden Inn-Marlborough, MA is seeking a Front Desk Manager to lead the front desk team with hands-on, guest-focused leadership and a commitment to elevating service and daily operations.

The role requires 2+ years in customer service and 1+ year supervisory experience, with weekend availability and mid-day shifts; you will work alongside the team to deliver exceptional guest experiences. Salary range is $55,000-$65,000 per year, plus quarterly bonus eligibility.

Qualifications

• 2+ years of customer service experience required.
• 1+ years supervisory/management experience required.
• Must be detail oriented; strong written and verbal communication; ability to problem-solve and manage multiple priorities.

Responsibilities

• Take full ownership and lead from the front by being consistently present at the front desk, engaging guests and team members.
• Train, coach, and develop front desk staff with focus on service, sales, consistency, and accountability.
• Provide expectations to encourage confidence and accountability, including attendance, procedures and service delivery.
• Model and reinforce Hilton’s service standards, ensuring interactions reflect care and professionalism.
• Maintain schedule flexibility to support operations; own the front desk and cover shifts.
• Serve as primary contact for front desk scheduling and shift coverage.

Skills

Customer service

Supervisory experience

Leadership

Communication

Problem solving

Time management

Education

High school diploma or GED

Job description

Front Desk Manager - Hilton Garden Inn-Marlborough, MA

Locations

Showing 1 location

Hilton Garden Inn, Boston Marlborough | CSM Lodging Services
Marlborough, MA 01752, USA

• On-site
• Travel Required : No
• Front Office
• Full-Time
• Requisition #: FRONT008799

Description

This position is responsible for leading the Front Desk Team through active, visible, and hands-on leadership at the front desk. We want some who ensures there is exceptional guest service and seamless daily operations. This is not a back-office role, this leader is expected to be present, engaged, and working side-by-side with the team to consistently deliver elevated service.

Salary range: $55,000 - $65,000 annually dependent on experience; also eligible for a quarterly bonus

Work schedule: We are looking for someone to work the mid-day shift with flexibility on weekdays. Will be required to work weekends

Key Responsibilities

• Take full ownership and lead from the front by being consistently present at the front desk, actively engaging guests and team members throughout shifts.
• Train, coach, and develop front desk team members with a strong focus on service, sales, consistency, and accountability.
• Provide expectations to encourage confidence and capability, holding team members accountable for their performance, including attendance, procedures and service delivery.
• Model and reinforce Hilton’s service standards, ensuring every guest interaction reflects genuine care and professionalism.
• Maintain flexibility in schedule to support the operation, with an expectation of regular evening and weekend availability. Own the front desk.
• Serve as the primary point of contact for all Front Desk related scheduling items, responsible for filling shifts and adjusting coverage as needed.
• This role includes the expectation of supporting the Sales function, and adopting the “everyone sells” mindset and attitude.
• Communicate and interact with other departments regularly to ensure we are providing an excellent guest experience.

What We’re Looking For

• Someone with a strong positive outgoing style that understands the importance of our guest experience.
• A hands-on leader who thrives on being in the operation, not behind a desk.
• Someone who takes full ownership and accountability for the front desk team and performance.
• A leader who is passionate about training, coaching, and elevating team performance daily.
• Strong problem-solver who can adapt quickly and manage real-time operational challenges.
• Willingness to work a flexible schedule including evenings, weekends, and holidays, and step in as needed to support the team.

Competencies/Skills Required: 2+ years of customer service and 1+ years supervisory/management experience required. Must be detail oriented, have ability to communicate well with all levels within and outside the organization, and be able to problem-solve with employees and guests. Must be able to manage multiple priorities in a fast-paced environment. Demonstrates clear written and verbal communication skills.Education: High school diploma or GED required, college degree or equivalent experience preferred.

Travel Required

No .

Equal Opportunity Employer
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