Front Office Operations Lead

AKA Hotels + Hotel Residences; Boston (MA); On-site; USD 65,000 - 70,000; Full time

Job summary

AKA Hotels + Hotel Residences in Boston, MA is seeking a Full-Time Front Desk Supervisor to support daily front desk operations and guest services. The role requires leadership in managing staff, planning shifts, and ensuring accurate reservations and billing.

You will oversee payroll, labor costs, and performance feedback while driving improvements in service quality and financial results. Strong English communication and a proactive, detail-oriented attitude are essential.

Qualifications

• Minimum 3-5 years in Guest Service with proven Room Operations experience.
• Willingness to work flexible hours, including AM/PM shifts, weekends and holidays.
• At least 1 year of demonstrated leadership experience managing people toward performance goals.
• Familiarity with Opera Cloud is preferred.
• Previous experience in a unionized environment is a plus.
• Strong focus on accuracy and decision-making.

Responsibilities

• Assist Front Office Manager in supervising daily front desk activities according to guidelines.
• Train and guide front desk staff to provide quality customer service.
• Manage staffing schedules, shift changes, payroll, and labor costs.
• Resolve guest issues and enquiries to ensure guest satisfaction.
• Schedule front desk meetings to identify and resolve operational issues and variances.
• Develop and implement strategies for bell desk, front office and parking.
• Ensure facilities are clean, neat, safe and secure; ensure staff grooming and attire.
• Identify process improvements to achieve financial and service goals.
• Plan shift schedule and duties based on business forecast.
• Supervise billing and cash processes to ensure compliance with standards.
• Lead and assist Guest Service Representatives with daily front office duties.
• Ensure all guest reservations are accurate, including billing and routing rules.
• Provide feedback to team members on performance and improvements.
• Assign daily room tasks and duties to team members.
• Track, record and follow up on Lost and Found items.
• Demonstrate leadership and training to the team.
• Communicate effectively with the team.
• Meet or exceed property production goals.

Skills

Leadership

Customer service

Communication

Attention to detail

Problem-solving

Education

High school degree or equivalent

Tools

Opera Cloud

Job description

AKA Hotels + Hotel Residences in Boston, MA is seeking a Full-Time Front Desk Supervisor to support daily front desk operations and guest services. The role requires leadership in managing staff, planning shifts, and ensuring accurate reservations and billing.

You will oversee payroll, labor costs, and performance feedback while driving improvements in service quality and financial results. Strong English communication and a proactive, detail-oriented attitude are essential.