Front Office Manager- Canopy Downton Boston

Olshan Properties • Boston, MA

9d • $75,000 - $80,000 • Onsite

About The Position

Join our Front Office leadership team and help direct the Front Desk operation, develop colleagues, resolve complex guest needs, and deliver the warm, locally inspired service Canopy Boston Downtown is known for. This position supports guest satisfaction, operational consistency, team performance, and financial results in a fast-paced hotel environment.

Requirements

• Maintain a professional appearance and communicate pleasantly and professionally with guests, colleagues, leaders, vendors, and transportation partners.
• Operate PBX and communications equipment, assist callers, schedule wake-up calls, record and deliver messages, and provide timely, accurate service.
• Control Front Desk cash transactions and maintain responsibility for assigned banks in accordance with hotel cash-handling policies.
• Coordinate group arrivals and departures, guest transportation, valet, taxi, and other transportation services to support an efficient guest experience.
• Assist Front Office leadership with performance evaluations, coaching, counseling, discipline, recognition, and other employee-relations processes as appropriate.
• Prepare weekly Front Office schedules by the established deadline and arrange appropriate coverage or replacements for call-offs.
• Order supplies, maintain inventory controls, process invoices, and minimize unnecessary expenses while supporting operational readiness.
• Ensure new hires understand hotel services, standards, emergency procedures, department expectations, and the resources needed to perform their roles.
• React quickly and decisively to emergencies and service requests while protecting guests, colleagues, hotel assets, and confidential information.
• Use basic computer and internet applications and learn hotel systems, including OnQ or the current property-management platform, PBX, payment, radio, email, reporting, and service-request systems.
• Apply arithmetic skills, including addition, subtraction, multiplication, and division, to guest charges, adjustments, banking, reporting, and inventory tasks.
• Listen effectively, remain calm under deadlines and pressure, and use patience, tact, diplomacy, and sound judgment to resolve concerns and conflicts.
• Read and comprehend correspondence, reports, policies, equipment instructions, and other work materials; communicate clearly in English by telephone, radio, writing, and face-to-face.
• Maintain current knowledge of Boston-area attractions, transportation, restaurants, and other services to provide accurate directions and reasonable reservation assistance.
• Protect employer and guest privacy, confidential records, passwords, credentials, payment information, and other sensitive data.
• Proficiency in PeP R&I is required.
• High school diploma required.
• At least one year of customer-service experience in hospitality or a similar industry.
• Supervisory leadership, scheduling, coaching, training, recognition, conflict resolution, organization, sound judgment, and detail-oriented follow-through.
• Professional verbal and written communication; patience, tact, diplomacy, active listening, and the ability to remain calm and decisive during high-volume activity or emergencies.
• Working knowledge of hotel front desk operations, cash and banking controls, room inventory, billing, third-party extranets, PBX, and guest-service standards.
• Ability to learn or use property-management, payment, telephone, radio, service-request, email, reporting, and office systems; ability to become OnQ certified.
• Basic computer and internet proficiency, strong arithmetic skills, knowledge of Boston-area attractions and transportation, and the ability to communicate clearly in English.
• First Aid and CPR certification required, or ability to obtain certification within the hotel-required timeframe.

Nice To Haves

• College degree preferred.
• Three years of hotel experience preferred.
• Hilton experience is preferred.
• Additional language ability is preferred.

Responsibilities

• Assist the Hotel leadership with the direction and administration of Front Desk operations, policies, procedures, meetings, systems, inventory, supplies, ordering, and invoicing.
• Lead daily operations and supervise team performance, professional development, scheduling, breaks, attendance, recognition, counseling, evaluations, and staffing coverage; participate in recruiting, interviewing, onboarding, and training.
• Build an open, collaborative, respectful workplace; communicate business objectives and expectations, recognize contributions, and inspire the team to live our EPIC values: Enthusiastic, Positive, Intuitive, and Caring.
• Oversee guest arrival and departure, registration, room assignment, electronic keys, payment, account settlement, front desk communications, messages, mail, packages, group movements, and transportation coordination.
• Ensure third-party reservations, extranet messages, payment instructions, special requests, guest comments, direct billing, and supporting documentation are reviewed, recorded, and answered accurately.
• Oversee VIP reservations, amenities, guest and group resumes, preferences, special requests, inventory updates, in-house rate changes, and cross-department coordination.
• Resolve guest concerns, disputes, unusual situations, and emergencies calmly and discreetly; research facts, select effective solutions, and authorize appropriate service recovery or revenue allowances within established authority.
• Manage room inventory and availability, including sold-out and oversell situations; coordinate with Revenue Management and other hotels when guest relocation is necessary.
• Monitor Guest Assistance and service cases daily, close open items, complete manager and team checklists, run daily reports, analyze data, and make sound operational decisions.
• Maintain current team knowledge of hotel services, facilities, events, pricing, policies, and the Boston area; promote appropriate upgrades and hotel services while protecting guest trust.
• Maintain effective working relationships with Housekeeping, Engineering, Security, Food & Drink, Sales, Revenue Management, valet and transportation providers, and other partners to resolve operational needs.
• Follow and enforce emergency, safety, security, cash-handling, key-control, privacy, data-protection, attendance, grooming, and brand standards; protect hotel credentials and confidential information.
• Perform other related duties and supportive functions based on business needs and direction from the management.
• Ensure the Front Office serves as an effective liaison among guests, hotel departments, and outside service vendors so guest needs are anticipated and met continually.
• Resolve guest complaints promptly and monitor Kipsu feedback, customer comments, and guest-satisfaction scores for timely follow-up and improvement.
• Monitor and maintain room-inventory controls to maximize occupancy and room rates while preserving positive guest relationships.
• Maintain preventive credit controls; monitor high-balance and no-charge accounts; verify the accuracy of financial reports and cash deposits; maintain standard procedures for in-house guest accounts; establish acceptable methods of payment with Accounting; and monitor and control cash-handling procedures.
• Maintain an accurate record-retention system for required Front Office forms, financial documentation, and guest information in accordance with hotel policy, privacy requirements, and applicable law.
• Establish and maintain Front Desk, PBX, Valet, and Bell procedures and policies.
• Monitor incoming and outgoing calls, wake-up calls, and the receipt and delivery of mail, packages, faxes, and other guest communications to improve guest satisfaction and Mystery Shopper results.
• Create staffing schedules that align with occupancy, service, and budget requirements; complete the labor tracker weekly; and ensure appropriate management coverage on every shift.
• Interview and select Guest Service team members.
• Establish, implement, and continually improve orientation, training, and professional-development programs for all team members.
• Maintain departmental communication through effective team and individual meetings.
• Work with team members to achieve retention, turnover, and annual Team Member Survey goals; complete annual performance reviews on time; and promote an active team-member empowerment environment.
• Provide team members with adequate supplies and well-maintained equipment.
• Maintain sufficient guest amenities, accurate Front Office inventory and par levels, and purchasing practices aligned with operational need and budget.
• Participate in departmental and hotel meetings, including monthly Front Office and Blue Energy meetings.
• Maintain current knowledge of Canopy Boston Downtown and Hilton marketing programs and communicate relevant information to Guest Services team members.
• Establish, maintain, and monitor HOTSOS and Kipsu standards, workflows, cases, response times, and follow-up procedures.
• Lead with empathy, accountability, sound judgment, and consistent follow-through.
• Celebrate success, communicate expectations, and help every colleague grow.

Benefits

• Hospitality is a 24/7 business. This position requires regular and reliable attendance and flexibility to work varied schedules based on business needs, including early mornings, evenings, overnights, weekends, holidays, and overtime as permitted by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED