Director of Front Office

2 weeks ago

Boston, United States Langham Hospitality Group Full time

Director of Front Office – The Langham, Boston

Langham Hospitality Group (LHG) is a global hotel company with properties located in major cities and four continents under The Langham Hotels and Resorts and Cordis Hotels and Resorts brands. It is the hospitality arm of Great Eagle Holdings, a leading property development company in Hong Kong.


The Langham, Boston is one of the city’s most historic hotels and is one of the most iconic luxury hotels in the US. You will be leading Front Office operations, ensuring the highest levels of guest satisfaction and service excellence. This leadership role involves managing guest relations, concierge services, front desk operations, and bell services. The Director of Front Office will be instrumental in crafting memorable guest experiences, implementing Langham service standards, and leading a dynamic team in alignment with the culture and values of Langham Hospitality Group.



Key Responsibilities:

  • Oversee the daily and long-term operation of the Front Office including reception, concierge, guest services, and bell/door service.
  • Monitor consistency and manage the guest services experience and handle any guest complaints or issues promptly and efficiently.
  • Maintain effective communication with other departments to ensure seamless guest experiences and resolve any operational issues.
  • Recruit, train, and evaluate Front Office team members to maintain a highly skilled and motivated workforce.
  • Foster a positive and collaborative work environment that promotes teamwork, employee engagement, and professional growth.
  • Conduct performance reviews, daily audits and, provide constructive feedback, and develop improvement plans for staff members
  • Address and resolve any guest complaints or issues, ensuring a satisfactory resolution and follow-up.
  • Manage loyalty programs and other initiatives to enhance guest engagement and retention.
  • Collect and analyze guest feedback and reviews, implementing improvements based on insights
  • Stay updated with industry trends and implement best practices.
  • Manage the Front Office budget, controlling expenses and optimizing financial performance.
  • Implement revenue management strategies to maximize revenue thru the upsell process.
  • Develop and implement policies and procedures to enhance operational efficiency.



Qualifications:

  • Bachelor’s degree in Hospitality Management, Business Administration, or related field.
  • Minimum of 5 years of experience in Front Office management in a luxury hotel.
  • Proven leadership skills with the ability to manage and motivate managers and line level employees.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Proficiency in hotel management software (e.g., Shiji, HotSos, Alice).
  • Ability to work flexible hours, including nights, weekends, and holidays.
  • Legally authorized to work in the United States



For more information about the property and position, please visit:

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