Front Office Manager | Hilton Garden Inn, Marlborough

CSM Corporation•Marlborough, MA

18h•$55,000 - $65,000•Onsite

About The Position

This position is responsible for leading the Front Office Team through active, visible, and hands-on leadership at the front desk. We want someone who ensures there is exceptional Guest service and seamless daily operations. This is not a back-office role; this leader is expected to be present, engaged, and working side-by-side with the team to consistently deliver elevated, BrightHearted service.

Requirements

2+ years of customer service experience required.
1+ years supervisory/management experience required.
Must be detail oriented.
Must have ability to communicate well with all levels within and outside the organization.
Must be able to problem-solve with employees and guests.
Must be able to manage multiple priorities in a fast-paced environment.
Demonstrates clear written and verbal communication skills.
Willingness to work a flexible schedule including evenings, weekends, and holidays, and step in as needed to support the team.

Nice To Haves

College degree or equivalent experience preferred.

Responsibilities

Lead from the front by being consistently present at the front desk, actively engaging with guests and team members throughout shifts.
Model and reinforce BrightHearted service standards, ensuring every guest interaction reflects genuine care and professionalism.
Maintain flexibility in schedule to support the operation, with an expectation of regular evening and weekend availability. Own the front desk.
Serve as the primary point of contact for all Front Desk related scheduling items, responsible for filling shifts and adjusting coverage as needed.
Train, coach, and develop front desk team members with a strong focus on service, consistency, and accountability.
Conduct ongoing training and real-time coaching to ensure team members are confident, capable, and aligned with expectations.
Hold team members accountable for performance, attendance, and service delivery, addressing opportunities promptly and effectively.
Foster a BrightHearted, professional, and team-oriented work environment.
Take full ownership of front desk operations, ensuring procedures are followed and continuously improved.
Identify gaps in service or process and implement proactive solutions to improve efficiency and guest satisfaction.
Support revenue goals by ensuring proper execution of front desk strategies, upselling, and guest engagement.