Front Office Manager | Hilton Garden Inn, Marlborough

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

Job summary

CSM Corporation is seeking a hands-on Front Desk Leader to guide the Front Office team with active, visible leadership. You will model BrightHearted service, ensure exceptional guest experiences, and own daily operations at the front desk in Marlborough, MA.

The role requires 2+ years in customer service and 1+ year of supervision, with a focus on service quality, team development, and maintaining a flexible schedule including evenings and weekends.

Qualifications

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

Responsibilities

• Front Desk Leadership & Service Excellence: lead from the front, be present at the front desk, engage with guests and team members.
• Scheduling Ownership & Shift Coverage: own the front desk schedule, fill shifts, adjust coverage.
• Operational Excellence: train, coach, develop, and hold team accountable for performance and attendance.
• Own front desk operations, improve procedures, and support revenue goals through guest engagement and upselling.

Skills

Customer Service

Supervisory/Management

Communication

Problem-Solving

Flexibility

Education

High school diploma or GED

College degree or equivalent experience (preferred)

Job description

This position is responsible for leading the Front Office 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, BrightHearted service.

Key Responsibilities

• Front Desk Leadership & Service Excellence
• Lead from the front by being consistently present at the front desk, actively engaging with guests and team members throughout shifts.
• Model and reinforce BrightHearted service standards, ensuring every guest interaction reflects genuine care and professionalism.

Scheduling Ownership & Shift Coverage

• 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.

Operational Excellence

• Train, coach, and develop front desk team members with a strong focus on service, consistency, and accountability.
• Conduct ongoing training and real‑time coaching to ensure team members are confident, capable, and aligned with expectations.
• Hold team members accountable for performance, attendance, and service delivery, addressing opportunities promptly and effectively.
• Foster a BrightHearted, professional, and team‑oriented work environment.

Operational Excellence

• Take full ownership of front desk operations, ensuring procedures are followed and continuously improved.
• Identify gaps in service or process and implement proactive solutions to improve efficiency and guest satisfaction.
• Support revenue goals by ensuring proper execution of front desk strategies, upselling, and guest engagement.

What We’re Looking For

• 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.

Rate: $55,000 - $65,000 per year, plus bonus