Director of Front Office

About the Role

At Hotel Commonwealth, nestled in the heart of Fenway, we start with a simple belief: every guest’s story is unique, and so is the way we serve them. Our approach isn’t scripted—it’s woven into the DNA of who we are. Here, unscripted hospitality turns every interaction into something memorable, authentic, and entirely our own. From stylish rooms and extraordinary suites to coveted views of Fenway Park, every corner of our hotel radiates legendary urban charm.

As the Director of Front Office, you’ll set the standard for arrival, engagement, and departure experiences that reflect the hotel's warm, locally expert identity. This leader develops a front office team deeply connected to Boston's neighborhoods and University community, ensuring every guest feels welcomed into something genuinely special.

Responsibilities

• Manage human resources functions for the front office division: interview, hire, train, develop, empower, coach, counsel, conduct performance and salary reviews, resolve problems, provide open communication, discipline, and terminate as appropriate.
• Oversee daily check-in procedures for arriving guests using manual and computerized methods to ensure guest satisfaction and room requests are met.
• Fill in for various roles within the rooms department (Front Office and Housekeeping) as business demands require.
• Manage guest departure (check-out) daily, following established procedures to close guest accounts and prepare rooms for the next sale.
• Monitor, calculate, and post monies, receipts, guest accounts, and credit using proper cash handling methods to maintain accurate hotel records.
• Courteously answer inquiries and accept reservations in person and by telephone, using suggestive selling techniques to maximize occupancy and revenue.
• Maintain good customer relations by staying informed about in-house and area functions to provide timely, knowledgeable responses to guest questions and concerns.
• Maximize revenue in each phone/desk transaction by selling from the top down and offering specials last.
• Operate PBX equipment to assist incoming/outgoing calls, schedule wake-up calls, and page guests for timely and efficient service.
• Manage cash transactions at the front desk and maintain responsibility for a personal bank as specified by hotel policy.
• Resolve customer complaints to maintain high levels of satisfaction and quality.
• Maintain a friendly, cheerful, and courteous demeanor at all times.
• Ensure the overall operation of the front desk is completed daily.
• Implement emergency organization procedures and training through security staff to protect hotel guests, staff, and company assets.
• Work closely with housekeeping and maintenance to ensure property upkeep.
• Hire, motivate, and train front office staff.
• Perform all other duties as assigned, requested, or deemed necessary by management.

Qualifications

• A four-year college degree or equivalent education/experience.
• Four to five years of employment in a related position with this company or other organizations.

Skills

• Experiential knowledge required for managing people and complex problems.
• Ability to study, analyze, and interpret complex activities to improve practices or develop new approaches.
• Decision-making skills with only general policies and procedures for guidance.
• Supervisory and management skills.
• Strong communication skills to negotiate, convince, sell, and influence professionals and guests.
• Ability to assimilate and generate explicit, concise documents for publication.

Physical Demands

• Ability to respond to guest requests and questions over the phone with excellent speech communication skills.
• Excellent literacy for professional communication with guests, associates, and corporate contacts.
• Lifting, pushing, pulling, and carrying as required for assigned tasks.
• Bending, kneeling, and mobility to accomplish tasks within assigned departments.
• Continuous standing to perform job duties.
• Climbing up to approximately 40 steps (1% of a 40-hour week).
• Climbing ladders up to approximately 5 feet (15% of a 40-hour week).
• Driving as necessary.

Inside hotel and office environment 95% of shift.

Behavioral Focus

At Sage Hospitality, how we work matters just as much as what we do. We are guided by a shared purpose to enrich lives, one experience at a time, and a vision to redefine how the world experiences hospitality. At Hotel Commonwealth, we embrace:

• Fenway's Front Row – Official Hotel of the Boston Red Sox with unmatched proximity to the ballpark.
• Kenmore Square Cornerstone – Credited with anchoring the neighborhood's revival since 2000.
• Independent Luxury Spirit – No-brand-flag freedom to curate, create, and constantly evolve.
• Culinary Destination Identity – Blue Ribbon Sushi, Row 34, and a cocktail culture that draws locals.
• Warm, Expert Local Ambassadorship – Staff deeply connected to BU, the neighborhood, and the city.

All associates play an essential role in creating welcoming, inclusive environments where kindness, hospitality, and excellence are felt by guests and teams alike.

Benefits

• Explore & Save – Exclusive discounts at Sage Hotels & Restaurants nationwide.
• Comprehensive Health Coverage – Medical, vision, and dental insurance.
• Prime Location – Work in the heart of the city with easy access to public transportation.
• Fuel Your Shift – Complimentary meal every shift.
• Commuter Benefits – Perq Program partnership with MBTA for seamless, affordable transit.

Join a culture that celebrates creativity, passion, and belonging—a place where you’re part of a community building the future of hospitality.

Pay

USD $80,000.00 - USD $100,000.00 per year.