Front Office Manager - Sheraton Framingham Hotel

Colwen Management Inc; Framingham (MA); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Office Manager for their Framingham location. This role involves overseeing front desk operations, ensuring exceptional guest service, and leading a dedicated team. The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to multitask in a fast-paced environment. With a focus on team development and operational excellence, this position offers a unique opportunity to make a significant impact in a vibrant hotel setting. Join a company that values its associates and provides a supportive atmosphere for professional growth.

Benefits

Medical Insurance with Company-Funded HRA

Vision Insurance

Flexible Spending Accounts

Supplemental Insurance Offerings

Paid Time Off Programs

Employee Assistance Program

401K Plan with Employer Match

Hotel Discount Travel Program

Exclusive Associate Discounts

Training and Development Programs

Qualifications

• Preferred two-year college degree or equivalent hospitality experience.
• Strong leadership and customer service skills are essential.

Responsibilities

• Manage front desk operations and ensure guest satisfaction.
• Recruit, train, and support front office associates.
• Participate in budgeting and revenue management activities.

Skills

Verbal and written communication skills

Interpersonal skills

Leadership skills

Multi-tasking

Customer service skills

Education

Two-year college degree or equivalent hospitality experience

Tools

Common computer software programs

Job description

Front Office Manager - Sheraton Framingham Hotel

Job Category: Rooms Front Office

Requisition Number: FRONT003149

Posted: April 9, 2025

Job Type: Full-Time

Location

Sheraton Framingham Hotel & Conference Center
1657 Worcester Rd
Framingham, MA 01701, USA

Overview

The Framingham Collection, which includes the Sheraton Framingham Hotel and Conference Center, Towneplace Suites, and Fairfield Inn by Marriott, is seeking an engaging, friendly, and detail-oriented Front Office Manager. In this role, you will be directly responsible for the front desk and night audit teams, focusing on guest and associate satisfaction. To be successful in this position, you should have a passion for delivering superior service and developing our associates.

General Responsibilities:

• Recruit, interview and hire associates for front office positions.
• Meet regularly with Human Resources to review staffing, morale, and any disciplinary situations/investigations.
• Train and support all associates to ensure performance in accordance with established hotel brand/Colwen standards.
• Ongoing review of staff to ensure adherence to established policies and procedures.
• Conduct monthly reward and recognition meetings/celebrate hotel and associate achievements.
• Establish and maintain open collaborative relationships with direct reports and team members.
• Ensure compliance with Federal & State Labor laws.
• Respond to inquiries concerning hotel policies and service.
• Receive and process advance registration payments.
• Send letters of confirmation/return checks when registration is denied.
• Greet VIPs when applicable.
• Arrange for special services as requested.
• Enforce all cash handling, check cashing, and credit policies.
• Verify banks and deposits at the end of the shift.
• Analyze rate variance, monitor credit report, and maintain close watch on daily house count.
• Review daily front office work and reports generated by Night Audit.
• Tour public rooms, investigate disturbances, and quiet agitators.
• Participate actively in budgeting and forecasting to maximize hotel revenue and profits.
• Perform technical and administrative duties, including, but not limited to, Profit and Loss Statements, Analysis, Yield Management, Capital Planning, and Payroll.
• Ongoing financial reports review to analyze budget, revenue, and profitability targets and take action as needed.
• Participate in revenue management calls, sales calls, and owner meetings.
• Identify areas of concern and develop strategies to improve performance.
• Coach and support hotel team 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.
• Balance cost controls with exceptional customer service and associate satisfaction.

Requirements:

• Two-year college degree or equivalent hospitality experience preferred.
• Brand experience.
• Excellent verbal and written communication skills.
• Reliable with the 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.

Benefits & Perks:

• Medical Insurance with Company-Funded HRA.
• 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.

Colwen Hotels is an equal opportunity employer. EEO M/F/D/V