Front Office Supervisor

Join Our Front Office Team

Create memorable arrivals, lead with confidence, and help our team deliver the warm, locally inspired service Canopy Downton Boston is known for. As Front Office Supervisor, you will guide daily front desk operations, support and coach team members, resolve guest concerns, and help ensure accurate reservations, billing, and reporting.

What You'll Do

• Lead by example and help create a welcoming, professional experience for every guest.
• Support daily check-in, checkout, room assignment, key-encoding, payment, cash-handling, and account-closing activities.
• Coach, train, and communicate priorities to front office team members.
• Resolve guest questions and concerns promptly, calmly, and within hotel policies.
• Oversee VIP arrivals, amenities, special requests, group details, and authorized in-house rate changes.
• Assist with room inventory on high-demand and sold-out nights, including guest relocations when necessary.
• Verify third-party reservations, payment instructions, rates, comments, and special requests.
• Complete daily reports, review operational data, and follow up on open Guest Assistance cases.
• Maintain current knowledge of hotel services, events, pricing, policies, and Boston-area attractions.
• Follow hotel safety, emergency, privacy, security, and data-protection requirements.

What We're Looking For

• High school diploma or equivalent required; college degree preferred.
• At least one year of customer-service experience in hospitality or a similar industry.
• Hotel, Hilton, PBX, supervisory, coaching, or training experience preferred.
• Strong communication, listening, organization, problem-solving, and time-management skills.
• Ability to remain composed, use sound judgment, and work accurately in a busy environment.
• Comfort using computers, property-management systems, telephones, radios, and office equipment.
• Ability to perform payment calculations, handle cash, make change, and balance an assigned bank.
• Clear English communication in person, by telephone and radio, and in writing; additional languages are a plus.
• Knowledge of Boston-area attractions, transportation, and services is preferred.
• First Aid and CPR certification, or ability to obtain certification within the period established by hotel policy.

Schedule

Hospitality is a 24/7 business. This position requires regular and reliable attendance and flexibility to work varied shifts based on business needs, including early mornings, evenings, overnights, weekends, holidays, and overtime as permitted by law.

Physical Requirements

The following requirements are representative of the work performed. Reasonable accommodations will be considered for qualified individuals with disabilities as required by applicable law.

• Stand and/or walk for prolonged periods, typically 6-8 hours during an 8-hour shift; sit intermittently for administrative duties.
• Lift and carry items weighing up to 50 pounds frequently and up to 120 pounds occasionally, with assistance or appropriate equipment when needed.
• Push or pull up to 120 pounds of force occasionally, including bell carts, luggage, supply carts, doors, and movable equipment.
• Occasionally bend, stoop, crouch, kneel, squat, twist, climb stairs, and reach at, above, and below shoulder level.
• Frequently use hands and fingers for keyboarding, writing, handling payment materials, operating phones and radios, encoding keys, and using office equipment.
• Read screens and printed materials; hear and respond to guests, alarms, telephones, and radio communications; and move promptly during emergencies.

Ready to Apply?

Submit your application through the hotel's approved careers channel. Please include a current resume and your availability.