Front Desk Manager - Hilton Garden Inn-Marlborough, MA

CSM Corporation•Marlborough, MA

16h•$55,000 - $65,000•Onsite

About The Position

The Front Desk Manager leads the Front Desk Team through active, visible, hands-on leadership at the front desk. This is an operational role that requires the manager to work side-by-side with the team, engage with guests and team members, and ensure exceptional guest service and seamless daily operations. The manager trains, coaches, and develops front desk team members; sets expectations and holds the team accountable for attendance, procedures, performance, and service delivery; and models Hilton service standards. The role also owns front desk scheduling, including filling shifts and adjusting coverage, supports the Sales function through an “everyone sells” mindset, and communicates regularly with other departments to support an excellent guest experience. The position pays $55,000–$65,000 annually, dependent on experience, and is eligible for a quarterly bonus. The schedule is primarily a mid-day shift with weekday flexibility, and requires weekend work as well as regular evening availability. The manager must also be willing to work holidays and step in as needed 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.
Detail-oriented, with the ability to communicate effectively with people at all levels inside and outside the organization.
Ability to problem-solve with employees and guests.
Ability to manage multiple priorities in a fast-paced environment.
Clear written and verbal communication skills.
Willingness to work a flexible schedule, including evenings, weekends, and holidays, and to step in as needed.
Positive, outgoing style and a strong understanding of the importance of guest experience.
Hands-on leadership approach and ownership of front desk team performance.

Nice To Haves

College degree or equivalent experience.

Responsibilities

Lead the Front Desk Team through consistent, visible presence and hands-on work at the front desk.
Engage actively with guests and team members throughout shifts to support exceptional service and smooth operations.
Train, coach, and develop front desk team members, focusing on service, sales, consistency, and accountability.
Set expectations and hold team members accountable for performance, attendance, procedures, and service delivery.
Model and reinforce Hilton service standards and professional, caring guest interactions.
Maintain schedule flexibility to support operational needs, including regular evening and weekend availability.
Serve as the primary point of contact for Front Desk scheduling, fill shifts, and adjust coverage as needed.
Support the Sales function and promote an “everyone sells” mindset.
Communicate and interact regularly with other departments to ensure an excellent guest experience.
Adapt to operational challenges, solve problems with employees and guests, and support the team as needed.