Assistant Director of Front Office

Location

Boston Marriott Newton, Newton, Massachusetts.

The Assistant Director of Front Office is responsible for providing the highest level of personalized service and ensuring an exceptional guest experience throughout all Front Office operations.

• Deliver the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner.
• Attend daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews to gather operational information.
• Provide leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams.
• Train, coach, monitor, and hold staff accountable to Marriott service standards through continuous observation, feedback, recognition, and performance development.
• Ensure associates are trained in and uphold all service procedures and communication standards outlined in the Standard Operating Procedure Manuals.
• Be visible to guests and associates on the floor, providing hands‑on leadership and support in a highly visible area.
• Communicate with guests and resolve all departmental complaints in a timely manner.
• Develop and implement strategies for the Front Desk, PBX, Night Audit, and Guest Experience Departments to improve customer service and operational efficiency.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a culture of accountability.
• Organize and conduct monthly departmental meetings.
• Provide clear direction and instruction to staff in the details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Work closely with the Director of Front Office and Director of Operations to ensure proper daily communication.
• Check daily and weekly reports highlighting upcoming arrivals and in‑house VIPs.
• Forecast and detail the needs of arriving VIP guests.
• Collaborate with the concierge team on arrivals and provide pre‑arrival contact to anticipate all VIP needs.
• Understand and promote profitability and revenue maximization in Rooms and Food and Beverage Departments through referrals and upselling.
• Ensure all team members maintain standards of personal presentation and hygiene.
• Empower the team to monitor guest stays, resolve challenges, and follow up to ensure guest satisfaction.
• Guide the team’s ability to own recoveries as needed.

• Previous Heart of House and Front of House Management experience in a full‑service hotel (preferred).
• Minimum of five years of management or supervisory experience.
• Effective written and verbal communication skills.
• Superior customer service and interpersonal skills.
• Ability to work weekends, holidays, and long hours when necessary.
• Well‑groomed and professional appearance.
• Superior organizational skills.
• Enjoys a fast‑paced environment.
• Excellent multi‑tasking skills.
• Ability to sit, stand, and walk for extended periods of time.
• Flexible with schedules and hours.
• Passion for people and providing superior service each day.
• Excellent computer skills.
• Clear and concise written and verbal communication skills.
• Ability to work closely and cohesively with other department heads to ensure guest satisfaction.

$75,000 - $80,000.

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.