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Wagner Hospitality Management / IRIS HOTEL BOSTON
Front Office Manager
Career Insights for Office Manager (General)
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Scorecard
Based on Massachusetts data
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What they do
An Office Manager directs administrative staff and manages workflow in a business office. Supervises clerical work, tracks office supplies, oversees maintenance for office equipment and manages budget for office expenses. May hire and train staff.
$68,462 / year median in Massachusetts
+2% projected growth
Job Description
Overview We are seeking a dynamic and highly organized Front Office Manager to lead our front desk operations and elevate the guest experience. In this pivotal role, you will oversee daily front office activities, ensure exceptional customer service, and maintain smooth communication between guests and staff. Your leadership will set the tone for a welcoming environment, fostering guest satisfaction and operational excellence. If you thrive in a fast-paced hospitality setting and possess a passion for guest relations, this opportunity is perfect for you to make a meaningful impact. Responsibilities Supervise front desk staff to deliver outstanding guest services with professionalism and warmth Manage check-in and check-out procedures efficiently while ensuring accuracy and compliance with hotel policies Oversee night audit processes, reconciling accounts and preparing daily financial reports Handle guest inquiries, complaints, and special requests promptly to ensure 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 address guest needs swiftly Support the development of front desk team members through training on hospitality management, customer service, and hotel procedures Qualifications & Experience Minimum 3-5 years of hospitality experience required Previous experience as a Front Office Manager strongly preferred Experience working with a Marriott brand (full-service preferred) highly desirable Strong knowledge of hotel front office operations and guest service standards Experience with hotel Property Management Systems (PMS) Proven leadership skills with 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 Schedule & Work Environment Full-time position requiring flexibility in schedule , including days, evenings, overnights, weekends, and holidays as operational needs require Active, guest-facing role requiring time spent on the floor supporting team members and guests What We're Looking For The ideal candidate is a hands-on hospitality leader who leads by example, thrives in guest-focused environments, and understands the operational standards of established hotel brands. We are looking for someone who takes pride in developing team members while delivering an exceptional guest experience every day.