Front Office Manager

Millennium Hotels and Resorts•Boston, MA

10d•$69,000 - $73,000•Onsite

About The Position

The Front Office Manager oversees the daily operations of the Front Office at The Bostonian Hotel Boston in an onsite role in Boston, Massachusetts. The manager ensures smooth check-in and check-out, excellent guest service, effective coordination across hotel departments, and consistent service standards. The role leads the Front Office team, manages staffing and scheduling, responds to guest concerns, monitors departmental performance, resolves conflicts, supports employee development, and maintains accountability in a fast-paced hotel environment. As a union hotel, The Bostonian requires the manager to understand and apply collective bargaining agreement (CBA) provisions consistently. The manager works with Human Resources and union representatives as appropriate to support positive labor relations, address employee concerns, and comply with contract requirements. The role balances guest expectations, employee relations, and financial performance, while contributing directly to guest satisfaction, front desk efficiency, employee engagement, and the overall guest experience.

Requirements

Previous Front Office leadership experience in a full-service hotel environment.
Experience supervising, coaching, and developing a diverse team.
Prior experience in a union hotel environment, with a working knowledge of collective bargaining agreements and labor relations.
Strong employee relations, conflict-resolution, and problem-solving skills.
Proficiency with property management systems and other hotel operating systems.
Understanding of front desk procedures, guest billing, cash handling, room inventory, and hotel financial controls.
Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
Excellent communication and interpersonal skills.
Hands-on leadership style focused on guest service, employee development, and accountability.
Flexibility to work evenings, weekends, holidays, and varying shifts as required by hotel operations.

Responsibilities

Oversee daily Front Office operations, including check-in and check-out, room assignments, reservations coordination, billing, and guest requests.
Ensure the team provides professional, personalized, and efficient guest service; monitor room availability, arrivals, departures, VIP guests, group movements, and special requests.
Coordinate with Housekeeping on room status and readiness, and with Engineering on guest room maintenance issues.
Handle escalated guest complaints and service recovery; monitor guest feedback, online reviews, and service performance and address recurring concerns.
Ensure proper handling of cash, credit transactions, guest accounts, billing discrepancies, key control, guest privacy, security, lost and found, and emergency response.
Maintain accurate shift handovers and communication between Front Office shifts and other departments.
Ensure Front Office operations comply with the applicable CBA, including provisions for wages, job classifications, seniority, scheduling, overtime, work assignments, and disciplinary procedures.
Partner with Human Resources to interpret and apply CBA provisions, address employee concerns, and manage grievances, investigations, corrective action, and employee relations matters with appropriate documentation and timelines.
Prepare schedules and assign work in accordance with business needs and contractual requirements; ensure overtime, schedule changes, and staffing decisions follow the CBA.
Maintain professional working relationships with union representatives and employees, and handle performance management and disciplinary actions fairly and consistently.
Lead, coach, and develop Front Office supervisors, agents, bell staff, concierge personnel, and other team members as applicable.
Set expectations for guest service, productivity, attendance, professionalism, and performance; conduct briefings and meetings, provide coaching and feedback, and address performance concerns.
Support recruitment, onboarding, training, employee development, cross-training, and career development in partnership with Human Resources and in accordance with CBA requirements.
Foster accountability, communication, collaboration, and respect; address employee conflicts and workplace concerns with sound judgment and follow-through.
Manage Front Office labor costs, staffing levels, overtime, and departmental expenses within budget.
Develop schedules using occupancy forecasts, arrivals and departures, group business, and operational demands; monitor payroll accuracy, timekeeping, attendance, and schedule adherence.
Review departmental expenses, monitor guest satisfaction and labor productivity indicators, identify efficiency improvements, and support revenue optimization with Reservations and Revenue Management.
Review and submit timecards and payroll-related information accurately and on time; prepare departmental reports and communicate results, staffing needs, and performance trends to hotel leadership.
Serve as a visible lobby and Front Office leader, especially during peak arrival and departure periods; empower staff to resolve service issues within established guidelines and follow up on escalated concerns.
Ensure VIP arrivals, group check-ins, special occasions, and guest accommodations are handled appropriately, and maintain a welcoming atmosphere reflecting the hotel's service standards.
Oversee accurate use of the property management system (PMS), reservation tools, guest messaging platforms, and other Front Office systems; ensure accurate room assignments, guest profiles, billing records, and room status information.
Review occupancy, arrivals and departures, room discrepancies, and other operational reports; maintain accurate guest incident, employee matter, shift, and departmental performance records.
Ensure compliance with hotel policies, applicable Massachusetts and local requirements, safety and security procedures, and financial controls; coordinate emergency response and ensure staff understand evacuation and other applicable protocols.
Identify opportunities to improve workflows, system utilization, communication, and operational efficiency.
Collaborate with Housekeeping, Engineering, Reservations, Revenue Management, Human Resources, the General Manager, and department leaders on operations, guest feedback, employee relations, staffing, service improvements, and hotel-wide initiatives; participate in daily operations meetings.