Front Office Manager

HW Woburn - Woburn, MA

Full-time - Mid Level

Woburn, MA

About the position

The Front Office Manager is responsible for overseeing the front desk operations of the hotel, ensuring guest satisfaction, and maintaining product quality standards. This role involves managing staff, training new hires, and implementing customer service programs to create a welcoming atmosphere for guests. The manager also plays a key role in human resources functions, safety and security, and operational maintenance of the hotel.

Responsibilities

• Maintain guest service as the driving philosophy of the hotel.
• Demonstrate a commitment to guest services by responding promptly to guest needs.
• Train hotel staff in all components of guest services to meet standards.
• Develop added value customer service programs.
• Empower hotel staff to deliver guest service by encouraging and rewarding responsive assistance.
• Act as manager on duty for hotel and manage front desk operations.
• Ensure front desk staff is trained in check-in/check-out procedures and hotel amenities.
• Participate in revenue management functions and conference calls with corporate management.
• Produce accurate financial reports on time and manage financial control procedures.
• Manage human resources functions including recruiting, selection, and training of front desk staff.
• Maintain a positive work environment and resolve employee grievances.
• Ensure compliance with local and federal laws regarding personnel files and policies.
• Monitor safety and security protocols within the hotel.
• Manage preventive maintenance programs and ensure property quality audits.

Requirements

• Mid-level experience in hotel management or related field.
• Strong leadership and training skills.
• Excellent customer service and communication skills.
• Ability to manage financial reports and revenue management functions.
• Knowledge of local health and safety codes and regulations.

Nice-to-haves

• Experience in a similar role within the hospitality industry.
• Familiarity with hotel management software and systems.

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Tuition reimbursement
• Vision insurance
• Life insurance
• Opportunities for advancement