Assistant Front Office Manager

This role plays a crucial role in ensuring exceptional guest experiences and smooth front office operations. We are seeking an enthusiastic and detail-oriented Assistant Front Office Manager to join our team in Boston, United States.

The Assistant Front Office Manager is a key member of our team with the primary function to manage the daily operations of the Front Office including supervising all Front Office personnel and assisting with guest concerns.

This role performs projects, reporting and daily operational initiatives on an as needed basis.

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Assist Guest Service Agents (GSAs), confirming all standard operating procedures are followed properly.
• Train new employees, help to develop and implement training programs.
• Coach and counsel GSAs, Operators and Bell staff on performance, communication and standards.
• Be up to date on all guest services, promotions, and events in the hotel.
• Handle guest complaints, react quickly, logging and notifying proper areas to service guests.
• Coordinate timely availability of guestrooms with Housekeeping for check-in.
• Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff.
• Must be able to perform all Front Desk duties.
• Brief staff daily on events of the day.
• Assure entire staff is updated with new policies and procedures.
• Work with Front Desk staff to maintain and improve guest service scores
• Maintain a presence at hotel meetings and committees, as required.
• Oversee key inventory.
• Block rooms for special groups.

• 1+ year of progressive Front Office supervisory experience in a hotel
• 2 or 4 year college degree preferred
• Experience in Front Desk or customer service in a hotel environment
• Proficiency in hotel PMS systems (Opera knowledge a plus)
• Strong communication and problem-solving skills
• Ability to work well under pressure and maintain composure
• Capable of handling financial information and data
• Excellent customer service orientation
• Able to stand for extended periods