Luxury Front Office Lead – Guest Services & Ops

Langham-Hote; Boston (MA); On-site; USD 78,000 - 84,000; Full time

Job summary

The Langham, Boston, a luxury property under Langham Hospitality Group, seeks an experienced Front Office Manager to lead the front desk team and uphold Forbes, Leading Quality, and Langham Brand standards.

You will supervise, coach, and develop non-management staff, manage schedules and KPIs, and ensure a superior guest experience at all times, including nights and weekends. This role demands strong leadership in a fast-paced luxury environment.

Qualifications

• Proven management skills and ability to lead a team while maintaining the highest standards of service.

Responsibilities

• Assume all responsibilities of the Front Office operations in the absence of Director of Front Office by making service-oriented decisions.
• Ensure Front Desk, Langham Services, Bell and Door colleagues deliver the highest level of guest service and adhere to Brand standards.
• Supervise, coach and develop agents to ensure exceptional service and report team performance to Rooms Division management.
• Communicate with Rooms Division to follow up on pending issues and document necessary information for tracking.
• Support duties of Guest Service Agents and Front Office staff, delivering luxury, personalized service.
• Maintain knowledge of hotel programs and events to respond to guest needs and ensure VIP room assignments and seamless reservations.

Skills

Front Office management

Team leadership

Customer service

Staff coaching

Education

College degree

Job description

The Langham, Boston, a luxury property under Langham Hospitality Group, seeks an experienced Front Office Manager to lead the front desk team and uphold Forbes, Leading Quality, and Langham Brand standards.

You will supervise, coach, and develop non-management staff, manage schedules and KPIs, and ensure a superior guest experience at all times, including nights and weekends. This role demands strong leadership in a fast-paced luxury environment.