Guest Experience Leader – Front Office

AC Hotel Boston Cambridge; Cambridge (MA); On-site; USD 52,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Paid Time Off

401k Match

Life Insurance

Travel Discounts

Commuter Benefits

Bonuses

Job summary

AC Hotel Boston Cambridge in Cambridge, MA is seeking a Front Office Supervisor to lead the front desk, guest services, and lobby experiences, driving guest satisfaction and smooth daily operations.

You will mentor team members, monitor systems, handle reservations and billing, and partner with management to uphold brand standards. This role offers growth within a vibrant, community-centered property.

Qualifications

• Associate’s or Bachelor’s degree in hospitality or related field preferred.
• 1–3 years of hospitality or customer service experience required; supervisory experience preferred.
• Knowledge of hotel operations and basic front office financial controls.
• Strong communication and interpersonal skills.

Responsibilities

• Interview, hire, train, schedule, coach, and support associates to brand standards.
• Oversee front office operations in the absence of Front Office Manager or Assistant General Manager.
• Develop others and uphold safety and MSDS/OSHA standards.
• Resolve guest complaints with effective solutions after thorough research.
• Monitor guest satisfaction scores and drive improvements in the department.
• Greet guests, register and assign rooms, maintain lobby cleanliness and appearance.
• Balance accounts, conduct audits, handle cash, and process collections.
• Close out guest accounts at checkout and negotiate compromises for dissatisfied guests.
• Promote company and brand marketing programs and reservations.
• Create action plans to remedy service deficiencies and improve guest service.
• Perform other duties as requested by management.

Skills

Supervisory Experience

Guest Relations

Communication Skills

Team Leadership

Education

Associate degree in Hospitality

Bachelor’s degree in Hospitality or related field

Tools

Property Management Systems

Job description

AC Hotel Boston Cambridge in Cambridge, MA is seeking a Front Office Supervisor to lead the front desk, guest services, and lobby experiences, driving guest satisfaction and smooth daily operations.

You will mentor team members, monitor systems, handle reservations and billing, and partner with management to uphold brand standards. This role offers growth within a vibrant, community-centered property.