Front Office Leader: Guest Experience & Operations

Olshan Properties; Boston (MA); On-site; USD 75,000 - 80,000; Full time

Job summary

Olshan Properties seeks a Front Office Manager for Canopy Boston Downtown. This role manages the Front Desk team, guest check-in/out, payments, and communications to ensure a smooth, guest-focused operation in a busy hotel.

You will lead scheduling, training, and performance reviews, while coordinating with housekeeping, security, and revenue management to maximize guest satisfaction and hotel performance.

Qualifications

• At least one year of customer-service experience in hospitality or a similar industry.
• Supervisory leadership, scheduling, coaching, training, recognition, conflict resolution, organization, and detail-oriented follow-through.
• Ability to learn or use property-management, payment, telephone, radio, service-request, email, reporting, and office systems; ability to become OnQ certified.

Responsibilities

• Assist Hotel leadership with direction and administration of Front Desk operations.
• Lead daily Front Desk operations, supervision, scheduling, and staff development.
• Protect guest privacy, handle emergencies, and authorize service recoveries within authority.
• Maintain room inventory, coordinate with Revenue Management on pricing and relocation if needed.
• Ensure front desk, PBX, and related procedures are followed and documented.

Skills

Customer service

Supervisory leadership

Scheduling

Coaching

Training

Conflict resolution

Team leadership

Tools

OnQ system

PBX system

Kipsu

Job description

Olshan Properties seeks a Front Office Manager for Canopy Boston Downtown. This role manages the Front Desk team, guest check-in/out, payments, and communications to ensure a smooth, guest-focused operation in a busy hotel.

You will lead scheduling, training, and performance reviews, while coordinating with housekeeping, security, and revenue management to maximize guest satisfaction and hotel performance.