Front Office Manager | Hilton Garden Inn, Marlborough

This position is responsible for leading the Front Office Team through active, visible, and hands-on leadership at the front desk. We want some who ensures there is exceptional Guest service and seamless daily operations. This is not a back-office role, this leader is expected to be present, engaged, and working side-by-side with the team to consistently deliver elevated, BrightHearted service.

Key Responsibilities

• Front Desk Leadership & Service Excellence
• Lead from the front by being consistently present at the front desk, actively engaging with guests and team members throughout shifts.
• Model and reinforce BrightHearted service standards, ensuring every guest interaction reflects genuine care and professionalism.

Scheduling Ownership & Shift Coverage

• Maintain flexibility in schedule to support the operation, with an expectation of regular evening and weekend availability. Own the front desk.
• Serve as the primary point of contact for all Front Desk related scheduling items, responsible for filling shifts and adjusting coverage as needed.

Operational Excellence

• Train, coach, and develop front desk team members with a strong focus on service, consistency, and accountability.
• Conduct ongoing training and real-time coaching to ensure team members are confident, capable, and aligned with expectations.
• Hold team members accountable for performance, attendance, and service delivery, addressing opportunities promptly and effectively.
• Foster a BrightHearted, professional, and team-oriented work environment.

Operational Excellence

• Take full ownership of front desk operations, ensuring procedures are followed and continuously improved.
• Identify gaps in service or process and implement proactive solutions to improve efficiency and guest satisfaction.
• Support revenue goals by ensuring proper execution of front desk strategies, upselling, and guest engagement.

What We’re Looking For

• A hands-on leader who thrives on being in the operation, not behind a desk.
• Someone who takes full ownership and accountability for the front desk team and performance.
• A leader who is passionate about training, coaching, and elevating team performance daily.
• Strong problem-solver who can adapt quickly and manage real-time operational challenges.
• Willingness to work a flexible schedule including evenings, weekends, and holidays, and step in as needed to support the team.

Competencies/Skills Required: 2+ years of customer service and 1+ years supervisory/management experience required. Must be detail oriented, have ability to communicate well with all levels within and outside the organization, and be able to problem-solve with employees and guests. Must be able to manage multiple priorities in a fast-paced environment. Demonstrates clear written and verbal communication skills.
Education: High school diploma or GED required, college degree or equivalent experience preferred.

Rate: $55,000 - $65,000 per year, plus bonus