Langham Hospitality Group · 2 hours ago
Assistant Front Office Manager - The Langham, Boston
Boston, MA
Full-time
Onsite
Mid, Senior Level
$80K/yr - $84K/yr
2+ years expLangham Hospitality Group is a global hotel company with properties located in major cities and four continents. The Langham, Boston is seeking an Assistant Front Office Manager to lead the Front Office team, ensuring service excellence and adherence to brand standards while managing operations in the absence of the Director of Front Office.
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Responsibilities
Assume all responsibilities of the Front Office operations in the absence of Director of Front Office by making logical, service oriented and responsible decisions that support the goals of the Rooms Division and the hotel
Ensure that all Front Desk, The Langham Services, Bell and Door colleagues deliver the highest level of guest service by anticipating guest’s needs while maintaining all standards and procedures such as Leading Quality Audits, Forbes, Langham Brand Standard, and Departmental procedures, and ensure positive results in the event of situations
Supervise, monitor, coach and develop agents to ensure the highest level of sincere and consistent service delivery and keep the Rooms Division management informed of team performance
Communicate with the Rooms Division team constantly to follow up on any pending issue, record any necessary information for tracking purposes (i.e. Daily Pass on/Follow up emails, Profile notes & Comments in PMS, HotSos, IAuditor, etc.), follow through to ensure of a best outcome of the situation
Support duties of Guest Service Agent, The Langham Services Agent, Bell, Door, Concierge, Guest Relations colleagues and Front Office Supervisors
Ensure that The Langham Services colleagues deliver impeccable, luxury and personalized service at the same expected level and intensity as the Front Desk while on the phone
Assumes all responsibilities of Guest Relations in the absence of Guest Relations colleagues
Act as a liaison between hourly colleagues and Director of Front Office to maximize communication and smooth operations of all shifts
Work together with Rooms Division leaders to maximize revenue as well as guest satisfaction, monitor payroll and keep the team motivated
Work with various departments to maximize the level of guest services satisfaction and follow through on any issues
Train, coach, supervise and develop non-management Front Office colleagues
Keep his/her presence including nights and weekends to ensure that Front Office operations are effective at all times
Must be available variable hours/shifts, including weekends and nights
Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests’ needs
Communicate guest and colleagues feedback to his/her manager and upper hotel management
Review and complete reservations to ensure seamless and memorable guest stay by reviewing arrival lists, allocating rooms, amenities, special requests etc. with Guest Relations team
Ensure proper VIP room assignments and room preparation
Promote internal hotel sales and in-house facilities. e.g. F&B Outlets, The Langham Club and Rooms
Able to multi-task and make appropriate decisions while remaining poised, productive in a fast-paced environment with frequent interruptions and changes
Ability to anticipate in order to prevent any negative situation and to provide maximum guest satisfaction
Additional duties not listed may also be required by Supervisor / Manager
Assist Director of Front Office in updating schedules, payroll, KPIs, Daily IAuditor inspection results/analysis, applicable month end reports and attend operational meetings
Be knowledgeable of the hotel emergency procedures and ensure that all Front Office colleagues are well trained in these procedures
Qualification
Required
Proven management skills and ability to lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies
A minimum of two years of Front Office management experience in a luxury hotel
Previous experience in five-star standards
College degree
Able to stand for length of shift: sit, reach, grasp, lift/carry up to 50 pounds, walk, climb, kneel, squat, bend, push, pull
Legally authorized to work in the United States
Preferred
CPR certification a plus
Company
Langham Hospitality Group
Langham Hospitality Group is a global hotel company with more than 30 properties located in major cities over four continents.
Founded in 1865Wan Chai, Hong Kong Island, HKG
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Bob van den Oord
Chief Executive Officer
Rico Picenoni
Global Head of Residential
Recent News
2025-11-27
2025-10-18
2025-08-24
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