Director of Front Office - The Langham, Boston
Job Description
Director of Front Office – The Langham, Boston
About Langham Hospitality Group
A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.
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:
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.
Qualifications:
- 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
- Legally authorized to work in the United States
For more information about the property and position, please visit: