Director of Front Office

PURPOSE AND OBJECTIVES OF POSITION

The Director of Front Office at The Langham, Boston is responsible for leading all aspects of front office operations, including reception, concierge, guest services, and bell/door functions. This position plays a critical role in delivering seamless guest experiences while upholding Langham’s luxury standards. As a department head, the Director will be instrumental in developing team leadership, fostering a culture of accountability, and driving operational excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Leadership

Oversee the daily and strategic operation of the front office, ensuring exceptional guest service at every touchpoint.

Promote visibility and engagement of Assistant Front Office Managers, ensuring they actively support desk operations and front-line colleagues.

Monitor guest satisfaction, address complaints swiftly, and lead by example in delivering anticipatory service.

Maintain strong interdepartmental collaboration to resolve service issues efficiently.

Ensure consistent process adherence, including check-in procedures, headset use, and billing accuracy (e.g., early departure fees).

Staff Management and Development

Recruit, train, coach, and retain a high-performing Front Office team.

Conduct regular performance evaluations, daily audits, and coaching sessions to promote growth and accountability.

Empower managers through effective delegation of responsibilities and task ownership to build confidence and strengthen team operations.

Create a culture of trust and development by encouraging decision-making and proactive leadership across all management levels.

Guest Relations

Lead initiatives to enhance the guest experience, including personalized pre-arrival engagement and thoughtful post-stay follow-up.

Handle VIPs, service recovery, and loyalty program recognition to ensure memorable experiences.

Analyze guest feedback to identify trends and opportunities for service improvement.

Financial Management

Manage the front office budget, control departmental expenses, and drive performance against financial goals.

Leverage upselling and revenue-enhancing strategies to maximize room revenue.

Review financial reports and labor forecasts, planning as needed to align with occupancy trends.

Quality Control

Enforce brand standards and service expectations consistently throughout the department.

Conduct regular inspections and audits of team performance, grooming standards, and guest interactions.

Follow through on process consistency and accountability, ensuring operational procedures are upheld.

Strategic Planning

Participate in hotel-wide strategic initiatives and contribute to long-term planning.

Stay ahead of industry trends and incorporate best practices to elevate service delivery and operational efficiency.

Lead continuous improvement projects and initiatives to support departmental goals and guest satisfaction targets.

Technology and Systems Management

Ensure all staff are proficient in front office systems including PMS, guest service platforms, and communication tools.

Drive efficient use of technology to streamline check-in/check-out, guest communication, and reporting.

Reporting and Health and Safety

Ensure compliance with all local health, safety, and fire regulations.

Train and coach staff in emergency procedures and workplace safety.

Take corrective action as needed to maintain a secure and safe environment for guests and employees.

Key Competencies & Leadership Attributes

To excel in this role, the Director of Front Office must demonstrate:

Strong Team Presence: Actively engage with staff on the floor and lead with visibility, setting the tone for guest-focused service and internal support.

Confident Decision-Making: Take ownership of departmental decisions and guide the team with clarity and assurance.

Effective Delegation: Empower and develop team leaders by distributing responsibilities and trusting in their execution.

Process Discipline: Ensure consistent adherence to operational protocols and enforce accountability to maintain service excellence.

People Leadership: Foster trust, communicate with purpose, and inspire a culture

JOB KNOWLEDGE, SKILL, ABILITY AND EDUCATION OR EXPERIENCE

Bachelor’s degree in Hospitality Management, Business Administration, or a related field

Minimum of 5 years in front office leadership within a luxury hotel environment

Proven experience leading high-performance teams and mentoring junior leaders

Strong interpersonal, communication, and conflict resolution skills

Demonstrated ability to make independent, timely, and guest-centric decisions

Deep knowledge of hotel systems including Shiji, HotSOS, and Alice

Flexible availability including nights, weekends, and holidays

WORK ENVIRONMENT  

Dynamic and fast-paced luxury hotel setting

Frequent guest and team interaction

Standing and walking required for extended periods

Hands-on operational presence expected during peak business hours

EDUCATION AND/OR EXPERIENCE

A minimum of five years Front Office management experience preferably in a luxury hotel

Previous experience in five-star standards

College degree preferred