Front Office Supervisor

Olshan Properties; Boston (MA); On-site; USD 42,000 - 58,000; Full time

Job summary

Canopy Boston Downtown is seeking a Front Office Supervisor to lead daily front desk operations, coach staff, and ensure seamless guest experiences in a dynamic Boston hotel setting.

You will manage check-in/out, reservations accuracy, billing, and reporting while upholding hotel policies and guest satisfaction. Prior PBX/PMS experience and cash-handling skills are important assets.

Qualifications

• High school diploma or equivalent; college degree preferred.
• At least one year of customer-service experience in hospitality.
• Experience with hotel systems (PBX, property-management systems) preferred.
• Strong communication, organization, and problem-solving skills.
• Ability to handle cash, payments, and balance an assigned bank.
• Clear English communication; additional languages a plus.
• CPR certification, or ability to obtain within policy period.

Responsibilities

• Lead daily front desk operations and guest arrivals.
• Coach and train front office team; communicate priorities.
• Resolve guest concerns promptly per hotel policies.
• Oversee check-in/check-out, room assignments, payments, and reports.
• Verify third-party reservations and rate changes.
• Complete daily reports and review operational data.
• Maintain knowledge of hotel services, events, and attractions.

Skills

Customer service

Communication

Problem solving

Time management

Team leadership

Cash handling

Education

High school diploma or equivalent

College degree preferred

Tools

Property-management systems

PBX

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular Full Time Boston, MA, US

Join Our Front Office Team

Create memorable arrivals, lead with confidence, and help our team deliver the warm, locally inspired service Canopy Downton Boston is known for. As Front Office Supervisor, you will guide daily front desk operations, support and coach team members, resolve guest concerns, and help ensure accurate reservations, billing, and reporting.

What You'll Do

• Lead by example and help create a welcoming, professional experience for every guest.
• Support daily check-in, checkout, room assignment, key-encoding, payment, cash-handling, and account-closing activities.
• Coach, train, and communicate priorities to front office team members.
• Resolve guest questions and concerns promptly, calmly, and within hotel policies.
• Oversee VIP arrivals, amenities, special requests, group details, and authorized in-house rate changes.
• Assist with room inventory on high-demand and sold-out nights, including guest relocations when necessary.
• Verify third-party reservations, payment instructions, rates, comments, and special requests.
• Complete daily reports, review operational data, and follow up on open Guest Assistance cases.
• Maintain current knowledge of hotel services, events, pricing, policies, and Boston-area attractions.
• Follow hotel safety, emergency, privacy, security, and data-protection requirements.

What We're Looking For

• High school diploma or equivalent required; college degree preferred.
• At least one year of customer-service experience in hospitality or a similar industry.
• Hotel, Hilton, PBX, supervisory, coaching, or training experience preferred.
• Strong communication, listening, organization, problem-solving, and time-management skills.
• Ability to remain composed, use sound judgment, and work accurately in a busy environment.
• Comfort using computers, property-management systems, telephones, radios, and office equipment.
• Ability to perform payment calculations, handle cash, make change, and balance an assigned bank.
• Clear English communication in person, by telephone and radio, and in writing; additional languages are a plus.
• Knowledge of Boston-area attractions, transportation, and services is preferred.
• First Aid and CPR certification, or ability to obtain certification within the period established by hotel policy.

Schedule

Hospitality is a 24/7 business. This position requires regular and reliable attendance and flexibility to work varied shifts based on business needs, including early mornings, evenings, overnights, weekends, holidays, and overtime as permitted by law.

Physical Requirements

The following requirements are representative of the work performed. Reasonable accommodations will be considered for qualified individuals with disabilities as required by applicable law.

• Stand and/or walk for prolonged periods, typically 6-8 hours during an 8-hour shift; sit intermittently for administrative duties.
• Lift and carry items weighing up to 50 pounds frequently and up to 120 pounds occasionally, with assistance or appropriate equipment when needed.
• Push or pull up to 120 pounds of force occasionally, including bell carts, luggage, supply carts, doors, and movable equipment.
• Occasionally bend, stoop, crouch, kneel, squat, twist, climb stairs, and reach at, above, and below shoulder level.
• Frequently use hands and fingers for keyboarding, writing, handling payment materials, operating phones and radios, encoding keys, and using office equipment.
• Read screens and printed materials; hear and respond to guests, alarms, telephones, and radio communications; and move promptly during emergencies.

EEOC and ADA Notice

Canopy Boston Downtown is an equal opportunity employer. Employment decisions are made without unlawful discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

Qualified applicants and employees with disabilities may request a reasonable accommodation to participate in the application or interview process or to perform the essential functions of the position, unless doing so would impose an undue hardship. To request an accommodation, contact [e-mail].

This posting summarizes the general nature of the position and is not an exhaustive list of all duties, qualifications, or working conditions.