Guest Experience Manager - Front Desk Leader

CoralTree Hospitality Group; Boston, Northern (MA, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

CoralTree Hospitality Group is seeking a Guest Services Manager to lead and develop our guest services team at a Boston hotel. This hands-on role balances floor supervision with administrative duties to ensure smooth arrivals, departures, and in-house guest needs.

Reporting to the Director of Guest Services, you will coach staff, monitor service delivery, and drive guest satisfaction while coordinating with housekeeping, sales, engineering, and security to uphold brand standards and hospitality

Qualifications

• Minimum of one year of supervisory or lead experience.
• Two years of hotel or front office experience preferred.
• Fluency in English required; strong communication skills.
• Ability to coach and develop a guest services team.
• Experience with training delivery a plus.

Responsibilities

• Lead daily operations on the floor and supervise shifts.
• Coach, train, and develop Guest Services staff.
• Respond to guest issues and ensure service recovery.
• Coordinate with Housekeeping and other departments.
• Maintain staffing, payroll, and reporting accuracy.
• Ensure adherence to brand standards and safety policies.

Skills

Customer service

Supervisory experience

Leadership

Communication

Problem solving

Multitasking

Front office systems

Guest engagement

Training & development

Operational flexibility

Education

High school diploma

Hospitality degree preferred

Tools

PMS software

Timekeeping/payroll systems

Reporting tools

Job description

CoralTree Hospitality Group is seeking a Guest Services Manager to lead and develop our guest services team at a Boston hotel. This hands-on role balances floor supervision with administrative duties to ensure smooth arrivals, departures, and in-house guest needs.

Reporting to the Director of Guest Services, you will coach staff, monitor service delivery, and drive guest satisfaction while coordinating with housekeeping, sales, engineering, and security to uphold brand standards and hospitality