Guest Experience Lead - Front Office

Stonebridge Hospitality Management; Boston (MA); On-site; USD 55,000 - 58,000; Full time

Job summary

Stonebridge Hospitality Management in Boston, MA is seeking an Assistant Front Office Manager to oversee daily and long-term guest reception, reservations, and telephone services, ensuring high guest satisfaction and operational efficiency. You will work with the Front Office Manager and Assistant General Manager to manage revenue, expenses, and quality targets.

The role requires 2+ years in front office management in hotels, with strong leadership and communication skills, and proficiency in

Qualifications

• 2+ years of front office management experience in a hotel environment.
• Proven leadership and supervisory skills.
• Strong organizational and multitasking abilities.
• Proficiency in property management systems and financial reporting.
• Excellent communication skills, both verbal and written.
• Ability to analyze financial data, including budgets, forecasts, and revenue reports.
• Ability to resolve guest complaints and service issues in a professional and timely manner.
• Knowledge of hotel check-in/check-out procedures, billing, and room inventory management.

Responsibilities

• Greet, check in, and allocate rooms promptly and courteously.
• Oversee adherence to check-in procedures and billing information.
• Address guest issues or complaints promptly.
• Ensure rooms are serviced and maintained to standards.
• Maximize room occupancy within overbooking policy.
• Facilitate communication between reservations, front office, and other departments.
• Ensure guest charges are posted accurately and up to date.
• Enforce credit control procedures and balance accounts daily.
• Oversee efficient and speedy check-out procedures.
• Ensure luggage handling is prompt.
• Maintain cleanliness/order of front-of-house areas.
• Conduct regular performance appraisals for front office staff and provide training.

Skills

Front office management

Guest service

Leadership

Organizational skills

Communication skills

Financial reporting

Budgeting and forecasting

Problem solving

Tools

PMS software

Financial reporting tools

Job description

Stonebridge Hospitality Management in Boston, MA is seeking an Assistant Front Office Manager to oversee daily and long-term guest reception, reservations, and telephone services, ensuring high guest satisfaction and operational efficiency. You will work with the Front Office Manager and Assistant General Manager to manage revenue, expenses, and quality targets.

The role requires 2+ years in front office management in hotels, with strong leadership and communication skills, and proficiency in