Front Office Manager

Millennium Hotels and Resorts; Boston (MA); On-site; USD 69,000 - 73,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Company-paid Life and AD&D Insurance

Short-Term and Long-Term Disability

401(k) Retirement Plan with Company  –

Paid Time Off & Paid Holidays

Hotel Room Discounts across our global

Employee Assistance Program (EAP)

Job summary

The Bostonian is seeking a proven Front Office Manager to lead daily Front Office operations in Boston, ensuring seamless check-ins, guest service excellence, and cross-department coordination. You will guide a unionized team, manage staffing, and ensure contract compliance while maintaining high service standards in a historic hotel setting.

This onsite role requires strong leadership, exceptional communication, and the ability to balance guest satisfaction with labor relations and financial

Qualifications

• Previous Front Office leadership experience in a full-service hotel environment
• Experience supervising, coaching, and developing a diverse team
• Prior experience in a union hotel environment, with knowledge of collective bargaining agreements (CBAs) and labor relations
• Strong employee relations, conflict-resolution, and problem-solving skills
• Proficiency with property management systems and other hotel operating systems
• Understanding of front desk procedures, guest billing, cash handling, room inventory, and hotel financial controls
• Strong organizational skills and ability to manage competing priorities in a fast-paced environment
• Excellent communication and interpersonal skills
• Hands-on leadership with focus on guest service, development, and accountability
• Flexibility to work evenings, weekends, holidays, and varying shifts as required by hotel operations

Responsibilities

• Oversee daily Front Office operations, including guest check-in/out, room assignments, reservations coordination, billing, and guest requests
• Ensure the team delivers professional, personalized, and efficient guest service
• Monitor room availability, arrivals, departures, VIP guests, group movements, and special requests
• Coordinate with Housekeeping for room status updates and readiness
• Partner with Engineering to address maintenance issues and minimize disruptions
• Handle escalated guest complaints and service recovery promptly and professionally
• Monitor guest feedback and service performance to identify areas for improvement
• Ensure cash handling, billing discrepancies, and guest accounts are managed properly
• Maintain procedures for key control, guest privacy, security, and emergency response
• Ensure effective communication between Front Office shifts and other departments
• Comply with applicable collective bargaining agreement provisions and coordinate with HR on CBAs
• Prepare schedules and assign work per business needs and contractual requirements
• Manage labor costs, staffing levels, overtime, and departmental expenses within budget
• Lead, coach, and develop Front Office staff; provide ongoing feedback and performance management
• Oversee PMS and reservation tool usage; ensure accurate room status and billing records
• Support revenue optimization through coordination with Reservations and Revenue Management
• Maintain records of guest incidents and employee matters; ensure safety and security procedures

Job description

The Bostonian Hotel Boston | Boston, MA

Work Location: Onsite - Boston, MA

Salary Range: $69,000 - $73,000 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.

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: Front Office Manager

As our Front Office Manager, you will oversee the daily operations of the Front Office, ensuring a smooth check-in and check-out experience, excellent guest service, and effective coordination across hotel departments.

You will lead the Front Office team, manage staffing and scheduling, address guest concerns, monitor departmental performance, and ensure consistent service standards. This role requires a hands-on leader who can make sound decisions, resolve conflicts, support employee development, and maintain accountability in a fast-paced hotel environment.

As a union hotel, The Bostonian requires a strong understanding of collective bargaining agreements (CBAs) and the ability to apply contractual provisions consistently in daily operations. You will work closely with Human Resources and union representatives as appropriate to support positive labor relations, address employee concerns, and ensure compliance with applicable contract requirements.

The ideal candidate has strong operational knowledge, excellent communication and conflict-resolution skills, and the ability to balance guest expectations, employee relations, and financial performance.

Your Impact

Your leadership will directly influence guest satisfaction, front desk efficiency, employee engagement, and the overall guest experience. By developing your team, resolving issues promptly, and maintaining clear communication with other departments, you will help ensure every guest receives a welcoming and seamless experience.

What You’ll Be Doing

Front Office Operations & Guest Services

• Oversee daily Front Office operations, including guest check-in and check-out, room assignments, reservations coordination, billing, and guest requests
• Ensure the team consistently delivers professional, personalized, and efficient guest service
• Monitor room availability, arrivals, departures, VIP guests, group movements, and special requests
• Coordinate with Housekeeping to ensure accurate room status updates and timely room readiness
• Partner with Engineering to address guest room maintenance issues and minimize service disruptions
• Handle escalated guest complaints and service recovery situations, ensuring concerns are resolved promptly and professionally
• Monitor guest feedback, online reviews, and service performance to identify areas for improvement
• Ensure proper handling of cash, credit transactions, guest accounts, and billing discrepancies
• Maintain established procedures for key control, guest privacy, security, lost & found, and emergency response
• Ensure accurate shift handovers and effective communication between Front Office shifts and other departments

Union Relations & Collective Bargaining Compliance

• Ensure Front Office operations comply with the applicable collective bargaining agreement, including provisions governing wages, job classifications, seniority, scheduling, overtime, work assignments, and disciplinary procedures
• Partner with Human Resources to interpret and apply CBA provisions consistently
• Prepare schedules and assign work in accordance with business needs and applicable contractual requirements
• Ensure overtime assignments, schedule changes, and staffing decisions follow the applicable CBA
• Address day-to-day employee concerns directly and professionally, escalating matters to Human Resources when appropriate
• Partner with Human Resources on grievances, investigations, corrective action, and employee relations matters, ensuring proper documentation and adherence to contractual timelines
• Maintain professional working relationships with union representatives and employees
• Ensure performance management and disciplinary actions are handled fairly and consistently in accordance with company policies and the CBA
• Promote a respectful workplace while maintaining operational standards and accountability

Team Leadership & Employee Development

• Lead, coach, and develop Front Office supervisors, agents, bell staff, concierge personnel, and other team members, as applicable to the hotel's staffing structure
• Establish clear expectations for guest service, productivity, attendance, professionalism, and job performance
• Conduct regular briefings and team meetings to communicate priorities, operational updates, and service standards
• Provide ongoing coaching and feedback, addressing performance concerns in a timely and constructive manner
• Support recruitment, onboarding, training, and employee development in partnership with Human Resources and in accordance with applicable CBA requirements
• Address employee conflicts and workplace concerns with sound judgment, fairness, and appropriate follow-through
• Foster a team environment built on accountability, communication, collaboration, and respect
• Recognize strong performance and identify opportunities for cross-training and career development
• Ensure team members understand hotel policies, service expectations, safety procedures, and emergency protocols

Labor Management & Financial Performance

• Manage Front Office labor costs, staffing levels, overtime, and departmental expenses within budget
• Develop schedules based on occupancy forecasts, arrivals and departures, group business, and operational demands
• Monitor payroll accuracy, timekeeping, attendance, and schedule adherence
• Review departmental expenses and identify opportunities to improve efficiency without compromising guest service
• Monitor relevant performance indicators, including guest satisfaction, service recovery, labor productivity, and front desk efficiency
• Ensure timecards and payroll-related information are reviewed and submitted accurately and on time
• Support revenue optimization through effective coordination with Reservations and Revenue Management
• Prepare departmental reports and communicate operational results, staffing needs, and performance trends to hotel leadership

Guest Experience & Service Recovery

• Serve as a visible leader in the lobby and Front Office, supporting the team during peak arrival and departure periods
• Take ownership of escalated guest concerns and ensure appropriate follow‑up
• Empower team members to resolve service issues within established guidelines
• Monitor guest satisfaction trends and implement corrective actions to address recurring concerns
• Ensure VIP arrivals, group check‑ins, special occasions, and guest accommodations are handled appropriately
• Maintain a welcoming and professional atmosphere that reflects The Bostonian's service standards
• Collaborate with hotel leadership to improve the overall guest experience

Systems, Reporting & Compliance

• Oversee the accurate use of the property management system (PMS), reservation tools, guest messaging platforms, and other Front Office systems
• Ensure accurate room assignments, guest profiles, billing records, and room status information
• Review daily occupancy reports, arrivals and departures, room discrepancies, and other operational reports
• Ensure cash handling, payment processing, and financial controls are followed
• Maintain accurate records of guest incidents, employee matters, shift reports, and departmental performance
• Ensure compliance with hotel policies, applicable Massachusetts and local requirements, and established safety and security procedures
• Coordinate emergency response and ensure team members understand evacuation procedures and other applicable protocols
• Identify opportunities to improve workflows, system utilization, communication, and operational efficiency

Cross-Departmental Collaboration

• Work closely with Housekeeping to prioritize room assignments and resolve room status discrepancies
• Coordinate with Engineering to address maintenance requests and out-of-order rooms
• Partner with Reservations and Revenue Management to support occupancy, room inventory, and revenue objectives
• Collaborate with Human Resources on employee relations, training, performance management, and union matters
• Communicate regularly with the General Manager and department leaders regarding guest feedback, operational challenges, staffing, and service improvements
• Participate in daily operations meetings and contribute to hotel-wide initiatives

Requirements

• Previous Front Office leadership experience in a full-service hotel environment
• Experience supervising, coaching, and developing a diverse team
• Prior experience in a union hotel environment, with a working knowledge of collective bargaining agreements and labor relations
• Strong employee relations, conflict-resolution, and problem-solving skills
• Proficiency with property management systems and other hotel operating systems
• Understanding of front desk procedures, guest billing, cash handling, room inventory, and hotel financial controls
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment
• Excellent communication and interpersonal skills
• A hands-on leadership style with a strong focus on guest service, employee development, and accountability
• Flexibility to work evenings, weekends, holidays, and varying shifts as required by hotel operations.

Benefits

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)
• Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you're not just taking a job—you're joining a team passionate about hospitality, growth, and creating memorable experiences.

Whether you're behind the scenes or on the front line, your work makes an impact. If you're ready to learn, grow, and be part of something meaningful, we'd love to meet you.