Front Office Manager | Hilton Garden Inn, Marlborough

Front Office Team LeaderThis position is responsible for leading the Front Office Team through active, visible, and hands-on leadership at the front desk. We want someone 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 ResponsibilitiesFront Desk Leadership & Service ExcellenceLead 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 CoverageMaintain 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 ExcellenceTrain, 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 ExcellenceTake 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 ForA 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 Required2+ 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 bonusEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.