Assistant Front Office Manager - The Langham, Boston
About The Position
The Assistant Front Office Manager assists in leading the Front Office team to drive service excellence and the overall success of The Langham, Boston. The role ensures delivery of Forbes, Leading Quality, brand, and departmental standards in alignment with Langham Hospitality Group’s culture and values. In the absence of the Director of Front Office, the Assistant Front Office Manager assumes responsibility for Front Office operations and makes service-oriented decisions that support the Rooms Division and hotel goals. The position supervises, coaches, and develops Front Office colleagues; supports guest service across the Front Desk, The Langham Services, Bell, Door, Concierge, and Guest Relations; and coordinates with Rooms Division leaders and other departments to resolve issues, maximize revenue, and maintain guest satisfaction. The role requires availability for variable shifts, including nights and weekends, and includes administrative, reporting, training, and emergency-procedure responsibilities.
Requirements
- Proven management skills and the ability to lead and motivate a team while maintaining high service standards and adhering to hotel policies.
- At least two years of Front Office management experience in a luxury hotel.
- Previous experience with five-star standards.
- College degree.
- Legally authorized to work in the United States.
- Able to stand for the length of a shift and sit, reach, grasp, lift or carry up to 50 pounds, walk, climb, kneel, squat, bend, push, and pull.
- Able to work variable hours and shifts, including nights and weekends.
- Able to multitask and make appropriate decisions in a fast-paced environment with frequent interruptions and changes.
Nice To Haves
- CPR certification.
Responsibilities
- Assume responsibility for Front Office operations in the absence of the Director of Front Office and make logical, service-oriented decisions that support Rooms Division and hotel goals.
- Ensure Front Desk, The Langham Services, Bell, and Door colleagues deliver high-level guest service and comply with Leading Quality Audits, Forbes, Langham Brand Standards, and departmental procedures.
- Supervise, monitor, coach, and develop agents and other non-management Front Office colleagues, and communicate team performance to Rooms Division management.
- Coordinate with the Rooms Division team regarding pending issues; document information in daily pass-ons, follow-up emails, PMS profile notes and comments, HotSos, IAuditor, and other tracking channels; and follow through toward resolution.
- Support the duties of Guest Service Agents, The Langham Services Agents, Bell, Door, Concierge, Guest Relations colleagues, and Front Office Supervisors.
- Ensure The Langham Services colleagues provide personalized luxury service over the phone at the expected level of the Front Desk.
- Assume Guest Relations responsibilities when Guest Relations colleagues are absent.
- Act as a liaison between hourly colleagues and the Director of Front Office to support communication and smooth operations across shifts.
- Work with Rooms Division leaders to maximize revenue and guest satisfaction, monitor payroll, and motivate the team.
- Collaborate with other departments to improve guest-service satisfaction and resolve issues.
- Maintain a presence, including nights and weekends, to support effective Front Office operations; be available for variable hours and shifts.
- Maintain knowledge of hotel programs and events to recognize and respond to guest needs.
- Communicate guest and colleague feedback to the manager and upper hotel management.
- Review and complete reservations with the Guest Relations team, including reviewing arrival lists, allocating rooms, and coordinating amenities and special requests.
- Ensure appropriate VIP room assignments and room preparation.
- Promote internal hotel sales and facilities, including food and beverage outlets, The Langham Club, and rooms.
- Anticipate and prevent negative situations, make appropriate decisions, and maintain guest satisfaction while multitasking in a fast-paced environment with interruptions and changes.
- Perform additional duties as required by a Supervisor or Manager.
- Assist the Director of Front Office with schedules, payroll, KPIs, daily IAuditor inspection results and analysis, month-end reports, and operational meetings.
- Know hotel emergency procedures and ensure Front Office colleagues are trained in them.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
