Front Office Manager

AC Hotels by Marriott; Medford (MA); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance with HRA

Dental Insurance

Vision Insurance

Flexible Spending Accounts

Paid Time Off

Employee Assistance Program

401K Plan – Traditional & Roth

Hotel discount

Travel program for associates

Exclusive associate discounts

Job summary

AC Hotel Medford, a Colwen Hotels Property, seeks an engaging Front Office Manager to lead the Front Desk and Night Audit teams with a focus on guest and associate satisfaction. You will oversee daily operations, coaching, staffing, and budgeting to deliver superior service at the Medford location.

The role requires at least one year of Front Desk supervisory experience, strong leadership, and excellence in guest relations.

Qualifications

• Two year college degree or equivalent Hospitality experience preferred.
• At least one year Front Desk supervisory experience.
• Excellent verbal and written communication skills.
• Reliable with ability to multi-task and work under pressure.
• Excellent interpersonal and customer service skills.
• Strong supervisory and leadership skills.
• Familiar with common computer software programs.
• Must be willing to work varied hours including nights, weekends, and holidays.

Responsibilities

• Manages day-to-day operations of the Front Office to ensure standards are met.
• Recruiting, interviewing, and hiring Front Office staff.
• Develop departmental goals and objectives.
• Drive associate engagement initiatives.
• Maintain open relationships with team members and ensure respectful management.
• Manage Front Office inventory and supplies.
• Supervise staffing to meet guest and financial goals.
• Monitor performance and provide coaching and development plans.
• Understand budgets and payroll and maintain operating budgets.
• Ensure adherence to credit and cash handling policies.
• Demonstrate brand service culture and exceed guest expectations.
• Greet VIPs and arrange for special services as requested.
• Review daily Front Office reports and resolve issues promptly.
• Proactively address guest issues and lead by example.
• Coach Front Office to manage occupancy, rates, wages, and controllable expenses.
• Identify service issues and develop solutions for guest satisfaction.
• Ensure compliance with company policies and applicable laws.

Skills

Front Office supervision

Guest service excellence

Leadership

Interpersonal communication

Staff coaching

Budget awareness

Education

Two year college degree or Hospitality experience

Tools

Computer literacy

Job description

Additional Information

Job Number26103964

Job CategoryRooms & Guest Services Operations

Location95 Station Lndg, Medford, Massachusetts, United States, 02155 VIEW ON MAP

ScheduleFull Time

Located Remotely?N

Position Type Management

Pay Range: $60,000 - $65,000

Expiration Date: 10/02/2026

Additional Information: This hotel is owned and operated by an independent franchisee, Colwen Management, Inc. The franchisee is a separate company and a separate employer from Marriott International, Inc. and its subsidiary companies (collectively, “Marriott”). The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, termination, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you apply for this position, Marriott will have no involvement in the selection process. Your application information will not be provided to or accessible by Marriott. If you accept a position at this hotel, you will be employed by a franchisee, not Marriott.

AC Hotel Medford, a Colwen Hotels propoerty is seeking an engaging, friendly and detail-oriented Front Office Manager to join our team at the AC Hotel Medford, a Colwen Hotels Property! In this role you will be directly responsible for the Front Desk and Night Audit teams, with a focus on guest and associate satisfaction. To be successful in this position you should have passion for delivering a superior service experience and developing our associates.

Colwen Hotels is a hospitality group built on hard work, character and authenticity. We cultivate ideas and empower individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made us who we are today and we strive to keep our ideas fresh. We currently have 49 hotels in our portfolio operating across 9 states. With our continued growth and project pipeline, we are able to provide our associates with exciting career advancement growth and opportunities.

General Responsibilities

• Manages day-to-day operations of the department to ensure associates adhere to Colwen Hotels and brand standards and consistently meet and exceed business and guest expectations.
• Responsible for recruiting, interviewing, and hiring associates for the Front Office Department.
• Develop specific departmental goals and objectives to prioritize, organize, and get work done.
• Drive ongoing associate engagement/recognition initiatives.
• Establish and maintain open collaborative relationships with direct reports and team members to ensure everyone is treated with dignity and respect.
• Manage the ordering and inventory of the Front Office department supplies and uniforms.
• Supervise staffing levels to ensure that guest services, operational needs, and financial objectives are met.
• Monitor associate performance; provide coaching, mentoring, and developmental plans to improve associates’ capabilities and performance.
• Comprehends budgets, operating statements, payroll progress report, and maintain the operating budget.
• Ensure all associates adhere to credit and cash handling policies; analyze variances and maintain a close watch to the daily house count.
• Demonstrate knowledge of the brand specific service culture and ensure all associates provide excellent service to meet and exceed guest’s expectations.
• Greet VIPs and arrange for special services as requested.
• Review daily Front Office work and reports generated by Night Audit, and take appropriate actions to ensure any issues or concerns are resolved in a timely manner.
• Take a proactive approach when addressing guest issues and lead by example by setting a positive tone for the team.
• Coach and support the Front Office to effectively manage occupancy, rates, wages, and controllable expenses.
• Identify service issues and trends. Facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results.
• Ensure compliance with all company policies and procedures along with Federal & State laws and regulations.
• Performs other duties, as assigned to meet business needs.

Qualifications

• Two year college degree or equivalent Hospitality experience preferred
• At least one year Hotel Front Desk supervisory experience
• Excellent verbal and written communication skills
• Reliable with ability to multi-task and work under pressure
• Excellent interpersonal and customer service skills
• Strong supervisory and leadership skills
• Familiar with common computer software programs
• Must be willing to work varied hours including nights, weekends, and holidays

Medical Insurance with Company-Funded HRA, Dental Insurance, Vision Insurance, Flexible Spending Accounts, Wide-Array of Supplemental Insurance Offerings, Paid Time Off Programs, Employee Assistance Program, 401K Plan – Traditional & Roth Options with Employer Match, Hotel Discount, Travel Program for Associates & Family, Exclusive Associate Discounts – Travel, Entertainment, & Retail, Training and Development Programs, Career Advancement Opportunities

This company is an equal opportunity employer.

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