Director of Front Office

The Bostonian Hotel Boston | Boston, MA Work Location: Onsite - Boston, MA Salary Range: $82,000-$87,000 annually Join the Team at The Bostonian At The Bostonian, hospitality is more than a service—it's an experience shaped by history, character, and genuine connection. From the moment guests arrive, every interaction is an opportunity to create something memorable in the heart of one of America's most iconic cities. About The Bostonian Situated in Boston's historic North End—steps from Faneuil Hall, Quincy Market, and the Freedom Trail—The Bostonian offers a distinctive full-service hotel experience in one of the city's most vibrant and culturally rich neighborhoods. With thoughtfully designed guest rooms, flexible meeting and event spaces, and a location at the center of it all, the hotel serves a diverse mix of leisure travelers, business guests, and group events. As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 hotels across key destinations worldwide, The Bostonian is backed by a legacy of quality, consistency, and service excellence—driven by a passion for hospitality, an entrepreneurial spirit, innovation, and a progressive, solutions-oriented approach. At Millennium, we are guided by our core values: Passion for Hospitality - Delivering meaningful and memorable guest experiencesEntrepreneurial - Taking ownership and acting with agilityInnovation & Progressive - Continuously improving how we operate and serveSolutions & Results Oriented - Staying adaptable and focused on results These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our teams. About the Role: Director of Front Office As 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 Impact You 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 Doing Front Office Operations & Leadership Oversee front office operations to ensure efficient daily performance and consistent delivery of hotel service standardsLead front desk, guest services, concierge, and guest relations activities, as applicable to the hotel's organizational structureEstablish clear operational expectations, service standards, and performance goals aligned with hotel objectives and applicable contractual requirementsMonitor arrivals, departures, VIP accommodations, group movements, room assignments, and special guest requests to ensure a seamless guest experiencePrepare staffing schedules and coordinate work assignments in accordance with forecasted occupancy, business needs, applicable job classifications, seniority provisions, and CBA requirementsEnsure appropriate shift coverage while complying with contractual scheduling, overtime, break, and other applicable work rulesCoordinate with Housekeeping, Reservations, Sales, Engineering, Security, and other departments to address operational priorities and guest needsConduct operational inspections and shift briefings to maintain service consistency and readinessDevelop 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 serviceMonitor guest feedback, online reviews, satisfaction scores, and recurring service concerns to identify opportunities for improvementTake ownership of escalated guest complaints and service recovery situations, resolving concerns promptly and professionallyCoach employees on service standards, guest engagement, and problem resolution in accordance with established policies and contractual requirementsOversee the recognition and accommodation of VIPs, repeat guests, loyalty members, and special occasionsPartner with hotel leadership to implement initiatives that improve guest satisfaction and strengthen the hotel's reputationEnsure 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 proceduresPartner with Human Resources to interpret and administer CBA provisions consistently and appropriatelyMaintain professional working relationships with union representatives and employees, promoting open communication and constructive resolution of workplace concernsAddress day-to-day labor relations matters promptly and elevate complex or sensitive issues to Human ResourcesPartner with Human Resources on grievance investigations, documentation, responses, and resolution within applicable contractual timelinesEnsure disciplinary actions and performance-related decisions follow established company procedures and applicable CBA requirementsMaintain accurate records of scheduling, attendance, overtime, work assignments, and other information required to support contractual complianceApply contractual provisions consistently and avoid practices that could result in grievances, inconsistent treatment, or unnecessary labor disputesCommunicate operational changes that may affect represented employees to Human Resources and appropriate union representatives in accordance with the CBASupport 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 growthCoordinate recruitment, onboarding, training, and employee development in partnership with Human Resources and in accordance with applicable CBA requirementsEstablish performance expectations consistent with job classifications, contractual requirements, and hotel service standardsProvide feedback and coaching while ensuring performance management practices are fair, consistent, and appropriately documentedPrepare work schedules and manage staffing levels based on occupancy, forecasted demand, group business, and contractual requirementsMonitor attendance, punctuality, performance, and compliance with workplace policies in accordance with the applicable CBAPartner 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 roleExperience working in a unionized hotel environment, with a demonstrated understanding of collective bargaining agreements and labor relationsKnowledge of CBA provisions involving seniority, job classifications, scheduling, overtime, wages, attendance, and disciplinary proceduresDemonstrated ability to lead, coach, and develop a diverse team while maintaining positive employee relationsExperience managing departmental budgets, labor costs, productivity, staffing levels, and operational performanceStrong guest service recovery, problem-solving, conflict-resolution, and decision-making skillsAbility to communicate professionally and effectively with union representatives, employees, Human Resources, and hotel leadershipStrong understanding of front office procedures, guest relations, room inventory, reservations, billing, and property management systemsWorking knowledge of applicable employment regulations and hotel operational standardsStrong organizational skills, attention to detail, and the ability to manage competing priorities in a fast-paced environmentProficiency with hotel property management systems and standard office applicationsFlexibility to work varying shifts, including evenings, weekends, and holidays, as required by hotel operations Benefits At 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. Why Join Us At Millennium Hotels & Resorts, you're not just taking a job—you're joining a team passionate about hospitality, growth, and creating memorable experiences. Whether you're behind the scenes or on the front line, your work makes an impact. If you're ready to learn, grow, and be part of something meaningful, we'd love to meet you.