Asst. Front Office Manager

The Studio Allston Hotel in Boston seeks an Assistant Front Office Manager to guide a welcoming, high-functioning front desk operation. This role blends hands-on leadership with a commitment to guest service, aiming to maximize occupancy and revenue while maintaining a friendly, professional atmosphere in a bustling environment.

Overview

The Assistant Front Office Manager ensures the front office runs with attentiveness and efficiency, delivering quality service before and during each guest’s stay. The position coordinates with Sales, Reservations and other departments to meet guest needs, support VIP and group requests, and foster a consistently elevated guest experience.

Location

Studio Allston Hotel, Boston, MA (onsite)

Compensation

USD 56,000 yearly

Responsibilities

• Collaborates with Sales and Reservations to fulfill special requests for groups and VIPs.
• Provides daily assistance at the guest reception.
• Monitors social media feedback daily and follows up with guests and internal teams.
• Communicates effectively with guests, team members and other departments.
• Leads guest service training initiatives within the front office.
• Maintains a friendly, caring demeanor in a fast-paced setting and presents a professional appearance per guidelines.
• Supports teamwork by assisting colleagues as needed.
• Performs Front Desk Assistant duties, including registering guests, upselling to maximize room rates, handling group check-ins/check-outs, and VIP arrivals.
• Maintains and updates guest profiles.
• Reviews daily and upcoming reservations to accommodate special requests; prepares amenity cards and coordinates with IRD and PH for F&B requests.
• Works with new hires on front desk training; interviews, hires and trains guest services agents.
• Keeps informed of hotel events and functions during shifts.
• Manages a house bank and maintains accurate daily receipts and deposits; works with basic financial data.
• Promotes hotel services, facilities and outlets; provides guests with information and directions, utilizing the James Report to boost satisfaction.
• Assists with reservations and PBX as needed.
• Addresses and resolves guest complaints with a guest-centric, friendly approach and communicates issues to management.
• Anticipates guest needs and remains proactive to improve service delivery.
• Maintains good relationships with repeat guests and accommodates their special requests.
• Supervises a shift when required and coordinates with Sales for VIP clients.
• Stays current with hotel operations by reviewing the shift log and communicating updates to the team; familiar with emergency procedures.
• Attends mandatory meetings and trainings; knows key hotel personnel and local area resources.
• Completes all assigned checklists.

Requirements

• A 4-year college degree and at least 1 year of related experience are required.
• Supervisory experience is required; labor experience and OPERA familiarity are preferred.
• Proficiency with Windows, company-approved spreadsheets and word processing.
• Ability to work long hours, including two overnight shifts.
• Light physical effort; capable of lifting up to 20 pounds occasionally and up to 10 pounds frequently.
• Ability to stand for the duration of the shift.
• Consistently warm, friendly demeanor and strong verbal and written communication skills.
• Capable of multitasking and prioritizing departmental functions to meet deadlines.
• Approaches all encounters with guests and staff in a courteous, service-oriented manner.
• Attends required meetings and trainings; participates in M.O.D. coverage as needed.
• Maintains regular attendance in line with Highgate Hotel Standards, with scheduling as required.
• Maintains high standards of personal appearance and grooming, including wearing nametags.
• Complies with Highgate Hotel Standards and regulations to support safe and efficient operations.
• Proactively identifies problems, seeks solutions, and supports productivity improvements.
• Ability to understand and evaluate complex information from multiple sources to meet objectives.

Technologies

• Windows
• OPERA
• James Report