Front Office Manager

The Front Office Manager is responsible for leading daily front desk operations and strengthening the guest experience. This onsite, full-time role oversees check-in and check-out flow, supports service standards, and coordinates with hotel departments to keep operations running smoothly.

Key Responsibilities

• Supervise front desk staff to deliver guest service with professionalism and warmth.
• Manage check-in and check-out procedures efficiently, ensuring accuracy and compliance with hotel policies.
• Oversee night audit processes, including account reconciliation and preparation of daily financial reports.
• Address guest inquiries, complaints, and special requests promptly to support maximum satisfaction.
• Maintain effective phone etiquette while managing multi-line phone systems to assist guests and coordinate services.
• Coordinate with housekeeping, maintenance, and other departments to respond to guest needs efficiently.
• Support front desk team development through training focused on hospitality management, customer service, and hotel procedures.

Required Qualifications

• Minimum 3–5 years of hospitality experience required.
• Previous experience as a Front Office Manager strongly preferred.
• Experience with a Marriott brand (full-service preferred) highly desirable.
• Strong knowledge of hotel front office operations and guest service standards.
• Experience working with Property Management Systems (PMS).
• Proven leadership skills, including the ability to motivate and develop a team.
• Excellent communication, problem-solving, and organizational abilities.
• Ability to remain calm and professional in a fast-paced hospitality environment.
• Strong attention to detail and commitment to service excellence.

Technology

• Property Management Systems (PMS)

Schedule and Work Environment

• Full-time role with flexible scheduling based on operational needs, including days, evenings, overnights, weekends, and holidays.
• Guest-facing position with time spent on the floor supporting team members and interacting with guests.

Compensation

USD 55,000 - 62,000 per year

Benefits

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Paid time off

Work Location

Brookline, MA (onsite), in person.

Role Fit

This position suits a hands-on hospitality leader who leads by example, supports guest-focused service, and understands the operational standards of established hotel brands. The role also emphasizes pride in developing team members while delivering an exceptional guest experience every day.