Assistant Front Office ManagerThe Langham, BostonBoston, MA
A property of: Langham Hospitality Group
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Job Description

PURPOSE AND OBJECTIVES  OF POSITION     

Assumes  all responsibility of the Front office including Langham Touch in the absence of  Front office Manager, providing an exceptional guest experience by anticipatory  service, training and coaching of the team in support of the Rooms Division and  Front Office. Work with Front office Manager to ensure maxim maximum revenue and  that all departmental colleagues are proficient in all aspects of the job  responsibilities.    


ESSENTIAL DUTIES AND  RESPONSIBILITIES   

  •  Assume  all responsibilities of the Front Office operations in the absence of Front  Office Manager  by making logical,  service oriented and hotel responsible decisions that support the goals of the  Rooms Division and the hotel 
  • Ensure  that all front desk and Langham touch colleagues deliver the highest level of  guest service by anticipating guest’s needs while maintaining all standards and  procedures such as Forbes, Langham Brand, Leading Quality Audits and  Departmental procedures 
  • Supervise,  monitor, coach and develop agents to ensure the highest level of sincere and  consistent service delivery and keep the Rooms Division management informed  
  • 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 Opera, HotSos, IAuditor,  etc.) and follow through to ensure of a best outcome of the situation 
  •  All  Duties of Guest Service agent, Langham Touch agent, Guest Relations colleagues  and Front office Supervisor 
  • Ensure  that Langham Touch colleagues deliver 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 
  • Work together with Rooms Division leaders to maximize revenue as well as guest  satisfaction, monitor payroll and keep the team motivated. 
  • Build  and foster positive relationships with all colleagues in order to exceed their  needs 
  • Work  with various departments to maximize the level of guest services and follow  through on any issues 
  • Train,  coach, supervise and develop non-management Front office colleagues  
  • Working  closely with Club lounge colleagues to ensure impeccable guest experience  
  • Review  and complete reservations to ensure seamless and memorable guest stay: reviewing  arrival lists, allocated rooms, amenities, special requests, etc. with guest  relations team 
  • Possess  strong organizational, communication, and interpersonal skills   
  • Support  Bell, Door, Concierge and Chef Concierge as needed 
  • Additional  duties not listed may also be required by Supervisor / Manager 
  • Assist  Front office Manager in updating payroll, KPIs, Daily IAuditor inspection  results/analysis, applicable month end reports and attending operational  meetings 
  • Digital  dexterity: strong knowledge of computers (Windows and Microsoft Office) and  Opera PMS management 

Job Requirements

JOB KNOWLEDGE, SKILL  AND ABILITY      

  • Proven  management skills and ability to lead and motivate a team while maintaining the  highest standards of service and adhering to hotel policies 
  • Ability  to work in a fast paced environment with frequent interruptions   
  • Unshakable  Team work spirit, strong leadership and detail oriented  
  • A  minimum of two years of Front Office management experience in a luxury hotel  
  • Previous  experience in five star standards 
  • Previous  experience in working with international colleagues 
  • College  degree preferred 
  • Proficiency  in two or more languages both written and spoken strongly  preferred 

Job Details

Entry level
Full-time

About this location

class:
Luxury
room Count:
251-500
location Type:
Urban

Values

Celebrate
Genuine
Inclusion
Integrity
Playfulness
Social Responsibility
Teamwork

Perks

401(K) Matching
Commuter Benefits
Company Discounts
Counseling
Dental Benefits
Disability Insurance
Family Medical Leave
Fitness Subsidies
Free Accommodation
Free Daily Meals
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The Langham, Boston
The Langham, Boston is undergoing a significant redesign and
restoration of its historic landmark building. Come join this new American
classic in the making. The Langham, Boston will reopen its show more
show more
Address250 Franklin Street, Boston, MA, 02110 View map
Property typeHotel 
classLuxury 
room Count251-500 
location TypeUrban 

People (7)

Kyung LeeDirector of Food & BeverageHappiness is when what you think, what you say, and what you do are in harmony. -Mahatma Ghandi
Ty KeatonDirector of Finance
Rachelle BoudreauDirector of Sales & Marketing
Joseph RiordanDirector of EngineeringJoe joined The Langham, Boston in 2016 as Assistant Chief Engineer. In 2017 he was promoted to Chief Engineer followed by another promotion in 2018 to Director of Engineering. He has worked in the hotel industry since 2004 when he started as a Doorman. Joe has been involved with the renovation project since its early design stage.
Michele GrossoManaging DirectorExcited to build a diverse and dynamic team and re-launch The Langham, Boston as one of the very best hotels in the nation.
Haruko MurphyDirector of RoomsWorking at The Langham, Boston has always been very special at me because of the people. I look forward to building an extraordinary team with you.

Culture (3)

Loving Earth Day at the Charles River CleanupMany company values are on display in this photo of Langham colleagues participating in the annual Charles River Cleanup to celebrate Earth Day in Boston. Each April, Langham sponsors Loving Earth Month, where we focus efforts on sustainability events, such as "meatless Mondays" in our colleague cafeteria, holding bake sales & employee raffles to donate money raised to the World Wide Fund for Nature. Langham is committed to preserving the environment for future generations #social responsibility
Cradles to Crayons in Newtonville, MAAnother company value is Connect from the Heart. We do this with our guests as well as in our community. We may be a small team while we are closed for renovation, but we have BIG HEARTS!!! We strongly support the work of Cradles to Crayons, whose mission it is to make a difference in children's lives. They partner with 470+ schools and social agencies who identify families in need and supply them with basic items, such as clothes that fit, shoes, or a coat for cold weather.
Volunteering at Community Servings in Jamaica Plain, MAThe Langham, Boston is proud to have partnered with Community Servings for decades. This remarkable organization's mission is to provide medically tailored meals to chronically and critically ill individuals and their families. They envision a world in which everyone has access to the nutritious food they need for health & well-being as a fundamental right. #oneteamonedream #socialresponsibility #connectfromtheheart
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This property is managed by
Langham Hospitality Group