Director of Front Office - The Langham, Boston

Langham Hospitality Group

7d•$105,000 - $115,000

About The Position

You will be leading Front Office operations, ensuring the highest levels of guest satisfaction and service excellence. This leadership role involves managing guest relations, concierge services, front desk operations, and bell services. The Director of Front Office will be instrumental in crafting memorable guest experiences, implementing Langham service standards, and leading a dynamic team in alignment with the culture and values of Langham Hospitality Group.

Requirements

Bachelor’s degree in Hospitality Management, Business Administration, or a related field
Minimum of 5 years in front office leadership within a luxury hotel environment
Proven experience leading high-performance teams and mentoring junior leaders
Strong interpersonal, communication, and conflict resolution skills
Demonstrated ability to make independent, timely, and guest-centric decisions
Deep knowledge of hotel systems including Shiji, HotSOS, and Alice
Flexible availability including nights, weekends, and holidays
Legally authorized to work in the United States

Responsibilities

Oversee the daily and strategic operation of the front office, ensuring exceptional guest service at every touchpoint.
Promote visibility and engagement of Assistant Front Office Managers, ensuring they actively support desk operations and front-line colleagues.
Monitor guest satisfaction, address complaints swiftly, and lead by example in delivering anticipatory service.
Maintain strong interdepartmental collaboration to resolve service issues efficiently.
Ensure consistent process adherence, including check-in procedures, headset use, and billing accuracy (e.g., early departure fees).
Recruit, train, coach, and retain a high-performing Front Office team.
Conduct regular performance evaluations, daily audits, and coaching sessions to promote growth and accountability.
Empower managers through effective delegation of responsibilities and task ownership to build confidence and strengthen team operations.
Create a culture of trust and development by encouraging decision-making and proactive leadership across all management levels.
Lead initiatives to enhance the guest experience, including personalized pre-arrival engagement and thoughtful post-stay follow-up.
Handle VIPs, service recovery, and loyalty program recognition to ensure memorable experiences.
Analyze guest feedback to identify trends and opportunities for service improvement.
Manage the front office budget, control departmental expenses, and drive performance against financial goals.
Leverage upselling and revenue-enhancing strategies to maximize room revenue.
Review financial reports and labor forecasts, planning as needed to align with occupancy trends.
Enforce brand standards and service expectations consistently throughout the department.
Conduct regular inspections and audits of team performance, grooming standards, and guest interactions.
Follow through on process consistency and accountability, ensuring operational procedures are upheld.
Participate in hotel-wide strategic initiatives and contribute to long-term planning.
Stay ahead of industry trends and incorporate best practices to elevate service delivery and operational efficiency.
Lead continuous improvement projects and initiatives to support departmental goals and guest satisfaction targets.
Ensure all staff are proficient in front office systems including PMS, guest service platforms, and communication tools.
Drive efficient use of technology to streamline check-in/check-out, guest communication, and reporting.
Ensure compliance with all local health, safety, and fire regulations.
Train and coach staff in emergency procedures and workplace safety.
Take corrective action as needed to maintain a secure and safe environment for guests and employees.