Front Office Team Lead: Guest Experience & Ops

AccorHotel; Boston (MA); On-site; USD 72,000 - 74,000; Full time

Job summary

Accor Boston is seeking a detail-oriented Front Office Assistant Manager to lead daily front desk operations and guest service excellence in Boston, MA. You will supervise Front Office staff, handle guest inquiries, and ensure smooth check-ins/outs while upholding Accor standards and policies.

Key responsibilities include staff training, payroll oversight for hourly team, maintaining service metrics, and coordinating with Housekeeping for room readiness.

Qualifications

• Experience supervising front office staff in a hotel.
• Proficiency with hotel PMS systems, preferably Opera.
• Strong communication and guest-service orientation.

Responsibilities

• Oversee daily front desk operations and staff performance.
• Assist with guest complaints and ensure service standards are met.
• Train new Front Office Agents and supervise payroll for hourly staff.
• Coordinate check-ins/outs with Housekeeping and other departments.
• Maintain guest service scores and report on key metrics.
• Brief staff on daily events and ensure policy updates are communicated.

Skills

PMS systems knowledge (Opera)

Guest service excellence

Communication and problem solving

Financial data handling

Education

Two/Four year degree preferred

Front Office supervisory experience

Front desk/customer service experience

Tools

Opera PMS

Job description

Accor Boston is seeking a detail-oriented Front Office Assistant Manager to lead daily front desk operations and guest service excellence in Boston, MA. You will supervise Front Office staff, handle guest inquiries, and ensure smooth check-ins/outs while upholding Accor standards and policies.

Key responsibilities include staff training, payroll oversight for hourly team, maintaining service metrics, and coordinating with Housekeeping for room readiness.