Front Office Director: Guest Experience & Operations

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

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.