Front Office Manager

Cambria Hotel Boston Downtown
- Seaport | Boston, MA
Full-Time

Lead the Team. Own the Experience. Make an Impact.

Great hotel experiences don't just happen. They're created by people who notice the details, anticipate what guests need, support their teams, and take ownership when something doesn't go according to plan.

At Cambria Hotel Boston Downtown
- Seaport
, we're looking for a Front Office Manager who loves hospitality, knows how to lead people, and isn't afraid to lead from the front.

As a member of our Leadership Team and a key Manager on Duty, you'll help set the tone for the entire guest experience-coaching the team, solving problems, creating memorable moments, and ensuring our hotel delivers on its promise every day.

If you're ready to move beyond simply running a shift and start developing people and influencing the operation, this could be your next step.

What You'll Do

• Lead, coach, develop, and support our Front Office team.
• Create a welcoming arrival experience and ensure guests feel genuinely cared for throughout their stay.
• Serve as a hotel Manager on Duty, providing leadership across operating departments.
• Lead from the front-remaining visible, accessible, and ready to support the team.
• Empower associates to solve problems and create memorable guest experiences.
• Handle guest concerns with empathy, urgency, sound judgment, and a focus on recovery.
• Train associates on service standards, operating procedures, safety, systems, and guest engagement.
• Partner with the Assistant General Manager and Front Desk Supervisors on hiring, coaching, performance, and development.
• Monitor Front Office performance and identify opportunities to improve guest satisfaction and operational results.
• Maintain strong knowledge of the hotel's PMS and ensure reservations, guest accounts, billing, inventory, and system activity are accurate.
• Partner with Housekeeping, Engineering, Sales, and other departments to ensure guest requests and operational priorities are handled effectively.
• Ensure compliance with procedures related to financial transactions, guest security, cash handling, and emergency response.
• Complete Manager on Duty documentation and operational communication accurately and on time.
• Support Front Desk Agent and Night Audit functions when operationally necessary.
• Take ownership. Follow through. Make things better than you found them.

The Leader We're Looking For

Technical skills matter, but great hospitality starts with people. We're looking for someone who can connect, establish clear expectations, coach rather than simply correct, and help associates become more confident and capable.

Our ideal candidate has:

• Previous hotel Front Office or guest service experience with supervisory or management responsibility.
• A genuine passion for hospitality and creating memorable guest experiences.
• Strong leadership skills with the ability to coach, teach, motivate, and hold people accountable.
• A guest-first mindset and confidence making decisions.
• Strong problem-solving skills and the ability to remain calm under pressure.
  
  Excellent communication, organization, and interpersonal skills.
• Working knowledge of hotel property management systems and Microsoft Office.
• Choice ADVANTAGE experience is a plus but not required.
• A collaborative, adaptable mindset and willingness to challenge the way things have always been done.

We value experience, but we're equally interested in the right personality, leadership potential, and hospitality mindset. Skills can be developed. Genuine care for people is much harder to teach.

Schedule

This position is primarily assigned to the hotel's evening operation, approximately 2:00 PM-11:00 PM
. Flexibility to work days, evenings, weekends, holidays, and occasional overnight shifts based on business needs is required.

Our Journey Culture

At Cambria Boston, hospitality starts with our people.

We believe in making Heart Connections
, empowering associates to make decisions, taking personal responsibility for results, collaborating across departments, and creating opportunities for people to grow.

We want leaders who teach-not simply direct. Leaders who embrace change, develop others, and constantly ask, "How can we make this better?"

Most importantly, we believe memorable hospitality often comes from the small things: anticipating a need, recognizing a special occasion, finding a creative solution, or simply making someone feel genuinely welcome.

What We Offer

• Comprehensive health and dental benefits
• 401(k) with employer matching
• Paid time off and…