Front Office Manager: Lead Guest Experience & Team

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 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