Director of Front Office

Millennium Hotels and Resorts•Boston, MA

7d•$82,000 - $87,000•Onsite

About The Position

The Director of Front Office leads front office operations at The Bostonian Hotel Boston, ensuring exceptional guest service, operational efficiency, and compliance with applicable collective bargaining agreements (CBAs). The role oversees the daily performance of front office functions and collaborates with hotel leadership, Human Resources, department managers, and union representatives to support a productive, respectful, and contractually compliant workplace. The Director manages staffing, scheduling, labor costs, service standards, and employee performance in accordance with hotel policies and union agreements. Responsibilities include applying contractual rules for scheduling, overtime, seniority, job classifications, work assignments, and disciplinary procedures consistently. The position calls for an experienced hospitality leader who balances guest satisfaction and business objectives with CBA requirements, builds positive relationships with employees and union representatives, and maintains strong service and accountability standards. The Director shapes the guest experience, develops a high-performing front office team, and supports the hotel's financial and operational goals through visible leadership, effective labor management, and collaborative employee relations. The role is onsite in Boston, Massachusetts, and offers an annual salary range of $82,000–$87,000. Flexibility to work varying shifts, including evenings, weekends, and holidays, is required as hotel operations demand.

Requirements

Previous leadership experience in front office operations within a full-service hotel.
Experience working in a unionized hotel environment and demonstrated understanding of collective bargaining agreements and labor relations.
Knowledge of CBA provisions involving seniority, job classifications, scheduling, overtime, wages, attendance, and disciplinary procedures.
Ability to lead, coach, and develop a diverse team while maintaining positive employee relations.
Experience managing departmental budgets, labor costs, productivity, staffing levels, and operational performance.
Strong guest service recovery, problem-solving, conflict-resolution, and decision-making skills.
Ability to communicate professionally and effectively with union representatives, employees, Human Resources, and hotel leadership.
Strong understanding of front office procedures, guest relations, room inventory, reservations, billing, and property management systems.
Working knowledge of applicable employment regulations and hotel operational standards.
Strong organizational skills, attention to detail, and ability to manage competing priorities in a fast-paced environment.
Proficiency with hotel property management systems and standard office applications.
Flexibility to work varying shifts, including evenings, weekends, and holidays, as required by hotel operations.

Nice To Haves

Experience as a Director of Front Office, Assistant Director of Front Office, or in a comparable senior leadership role.

Responsibilities

Oversee front office operations and lead front desk, guest services, concierge, and guest relations activities, as applicable to the hotel's organizational structure.
Establish operational expectations, service standards, and performance goals aligned with hotel objectives and contractual requirements.
Monitor arrivals, departures, VIP accommodations, group movements, room assignments, and special guest requests.
Prepare staffing schedules and coordinate work assignments in accordance with occupancy forecasts, business needs, job classifications, seniority provisions, and CBA requirements.
Ensure shift coverage complies with contractual scheduling, overtime, break, and other applicable work rules.
Coordinate with Housekeeping, Reservations, Sales, Engineering, Security, and other departments to address operational priorities and guest needs.
Conduct operational inspections and shift briefings, and develop and maintain standard operating procedures.
Monitor guest feedback, online reviews, satisfaction scores, and recurring service concerns to identify improvement opportunities.
Resolve escalated guest complaints and service recovery situations; ensure guest requests, complaints, and follow-up commitments are documented and addressed.
Coach employees on service standards, guest engagement, and problem resolution; oversee recognition and accommodation of VIPs, repeat guests, loyalty members, and special occasions.
Partner with hotel leadership on initiatives to improve guest satisfaction and the hotel's reputation.
Ensure front office operations comply with CBA provisions concerning wages, job classifications, seniority, scheduling, overtime, breaks, work assignments, and disciplinary procedures.
Partner with Human Resources to interpret and administer CBA provisions, address labor relations matters, and handle grievance investigations, documentation, responses, and resolution within contractual timelines.
Maintain professional relationships with union representatives and employees, communicate relevant operational changes, and promote constructive resolution of workplace concerns.
Ensure disciplinary actions and performance decisions follow company procedures and applicable CBA requirements; maintain accurate records supporting contractual compliance.
Lead, coach, and develop front office employees; coordinate recruitment, onboarding, training, and development with Human Resources and in accordance with CBA requirements.
Set performance expectations, provide feedback and coaching, and ensure performance management is fair, consistent, and documented.
Manage staffing levels and schedules based on occupancy, forecasted demand, group business, and contractual requirements; monitor attendance, punctuality, performance, and policy compliance.
Partner with Human Resources on employee relations.