Director of Front OfficeThe Bostonian Hotel Boston Boston, MAWork Location: Onsite - Boston, MA
Salary Range: $82,000-$87,000 annually
About the Role: Director of Front OfficeAs our
Director of Front Office, you will lead front office operations while ensuring exceptional guest service, operational efficiency, and compliance with applicable collective bargaining agreements (CBAs). This position oversees the daily performance of front office functions and works closely with hotel leadership, Human Resources, department managers, and union representatives to maintain a productive, respectful, and contractually compliant workplace.
In this union hotel environment, you will be responsible for managing staffing, scheduling, labor costs, service standards, and employee performance in accordance with hotel policies and applicable union agreements. You will ensure that scheduling practices, overtime assignments, seniority provisions, job classifications, work assignments, and disciplinary procedures are administered consistently with the applicable CBA.
The ideal candidate is an experienced hospitality leader who combines strong operational expertise with sound labor relations judgment. You will be expected to balance guest satisfaction and business objectives with the terms of the collective bargaining agreement, fostering positive working relationships with employees and union representatives while maintaining high standards of service and accountability.
Your ImpactYou will play a critical role in shaping the guest experience, developing a high-performing front office team, and supporting the hotel's financial and operational goals. Through visible leadership, effective labor management, and a collaborative approach to employee relations, you will promote a culture of service excellence, fairness, and accountability.
By ensuring consistent application of the CBA, partnering proactively with Human Resources, and maintaining effective communication with union representatives, you will help minimize workplace disputes, strengthen employee engagement, and support smooth day-to-day hotel operations.
What You'll Be DoingFront Office Operations & Leadership- Oversee front office operations to ensure efficient daily performance and consistent delivery of hotel service standards.
- Lead front desk, guest services, concierge, and guest relations activities, as applicable to the hotel's organizational structure.
- Establish clear operational expectations, service standards, and performance goals aligned with hotel objectives and applicable contractual requirements.
- Monitor arrivals, departures, VIP accommodations, group movements, room assignments, and special guest requests to ensure a seamless guest experience.
- Prepare staffing schedules and coordinate work assignments in accordance with forecasted occupancy, business needs, applicable job classifications, seniority provisions, and CBA requirements.
- Ensure appropriate shift coverage while complying with contractual scheduling, overtime, break, and other applicable work rules.
- Coordinate with Housekeeping, Reservations, Sales, Engineering, Security, and other departments to address operational priorities and guest needs.
- Conduct operational inspections and shift briefings to maintain service consistency and readiness.
- Develop and maintain standard operating procedures that support operational efficiency and align with company policies and applicable labor agreements.
Guest Experience & Service Excellence- Champion a guest-first culture by ensuring the team consistently delivers warm, personalized, and professional service.
- Monitor guest feedback, online reviews, satisfaction scores, and recurring service concerns to identify opportunities for improvement.
- Take ownership of escalated guest complaints and service recovery situations, resolving concerns promptly and professionally.
- Coach employees on service standards, guest engagement, and problem resolution in accordance with established policies and contractual requirements.
- Oversee the recognition and accommodation of VIPs, repeat guests, loyalty members, and special occasions.
- Partner with hotel leadership to implement initiatives that improve guest satisfaction and strengthen the hotel's reputation.
- Ensure guest requests, complaints, and follow-up commitments are documented and addressed appropriately.
Union Relations & Collective Bargaining Compliance- Ensure front office operations comply with the applicable collective bargaining agreement, including provisions governing wages, job classifications, seniority, scheduling, overtime, breaks, work assignments, and disciplinary procedures.
- Partner with Human Resources to interpret and administer CBA provisions consistently and appropriately.
- Maintain professional working relationships with union representatives and employees, promoting open communication and constructive resolution of workplace concerns.
- Address day-to-day labor relations matters promptly and elevate complex or sensitive issues to Human Resources.
- Partner with Human Resources on grievance investigations, documentation, responses, and resolution within applicable contractual timelines.
- Ensure disciplinary actions and performance-related decisions follow established company procedures and applicable CBA requirements.
- Maintain accurate records of scheduling, attendance, overtime, work assignments, and other information required to support contractual compliance.
- Apply contractual provisions consistently and avoid practices that could result in grievances, inconsistent treatment, or unnecessary labor disputes.
- Communicate operational changes that may affect represented employees to Human Resources and appropriate union representatives in accordance with the CBA.
- Support a respectful and collaborative labor-management environment while maintaining appropriate management authority and operational accountability.
Team Development & Performance Management- Lead, coach, and develop front office employees to support service excellence, productivity, and professional growth.
- Coordinate recruitment, onboarding, training, and employee development in partnership with Human Resources and in accordance with applicable CBA requirements.
- Establish performance expectations consistent with job classifications, contractual requirements, and hotel service standards.
- Provide feedback and coaching while ensuring performance management practices are fair, consistent, and appropriately documented.
- Prepare work schedules and manage staffing levels based on occupancy, forecasted demand, group business, and contractual requirements.
- Monitor attendance, punctuality, performance, and compliance with workplace policies in accordance with the applicable CBA.
- Partner with Human Resources on employee relations
Requirements- Previous leadership experience in front office operations within a full-service hotel, preferably as a Director of Front Office, Assistant Director of Front Office, or in a comparable senior leadership role.
- Experience working in a unionized hotel environment, with a demonstrated understanding of collective bargaining agreements and labor relations.
- Knowledge of CBA provisions involving seniority, job classifications, scheduling, overtime, wages, attendance, and disciplinary procedures.
- Demonstrated ability to lead, coach, and develop a diverse team while maintaining positive employee relations.
- Experience managing departmental budgets, labor costs, productivity, staffing levels, and operational performance.
- Strong guest service recovery, problem-solving, conflict-resolution, and decision-making skills.
- Ability to communicate professionally and effectively with union representatives, employees, Human Resources, and hotel leadership.
- Strong understanding of front office procedures, guest relations, room inventory, reservations, billing, and property management systems.
- Working knowledge of applicable employment regulations and hotel operational standards.
- Strong organizational skills, attention to detail, and the ability to manage competing priorities in a fast-paced environment.
- Proficiency with hotel property management systems and standard office applications.
- Flexibility to work varying shifts, including evenings, weekends, and holidays, as required by hotel operations.
BenefitsAt Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:
- Medical, Dental & Vision Insurance
- Company-paid Life and AD&D Insurance
- Short-Term and Long-Term Disability Coverage
- 401(k) Retirement Plan with Company Match (where applicable)
- Paid Time Off & Paid Holidays
- Hotel Room Discounts across our global portfolio
- Employee Assistance Program (EAP)
- Benefits eligibility and offerings are subject to plan terms and company policy.
