Front Desk Manager - Hilton Garden Inn-Marlborough, MA

CSM Careers•Marlborough, MA

20h

About The Position

The Front Desk Manager leads the Front Desk Team through active, visible, hands-on leadership at the front desk. The role is expected to be present and engaged, working alongside the team to provide exceptional guest service and ensure seamless daily operations. It is not a back-office role. The position is also expected to support the Sales function and promote an “everyone sells” mindset. The schedule is primarily mid-day, with weekday flexibility and required weekend work. Regular evening and weekend availability is expected, and the manager may need to work holidays or step in to support the team.

Requirements

At least 2 years of customer service experience.
At least 1 year of supervisory or management experience.
High school diploma or GED.
Strong written and verbal communication skills, including the ability to communicate with people at all levels inside and outside the organization.
Detail-oriented, with the ability to problem-solve with employees and guests.
Ability to manage multiple priorities in a fast-paced environment.
Willingness to work a flexible schedule, including evenings, weekends, and holidays, and to step in as needed.

Nice To Haves

College degree or equivalent experience.
Positive, outgoing style and an understanding of the importance of the guest experience.
Hands-on leadership approach and ability to take ownership and accountability for front desk team performance.
Passion for training, coaching, and improving team performance.
Ability to adapt quickly and manage real-time operational challenges.

Responsibilities

Lead from the front by remaining present at the front desk and engaging with guests and team members throughout shifts.
Train, coach, and develop front desk team members, focusing on service, sales, consistency, and accountability.
Set expectations and hold team members accountable for attendance, procedures, performance, and service delivery.
Model and reinforce Hilton service standards and professional, caring guest interactions.
Serve as the primary point of contact for front desk scheduling, including filling shifts and adjusting coverage as needed.
Support the Sales function and promote an “everyone sells” mindset.
Communicate and coordinate regularly with other departments to support an excellent guest experience.
Adapt to operational needs and step in to support the team as needed.