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Front Office Manager

Residence Inn by Marriott Roxbury, MA

Company Description

Are you interested in joining one of the largest and fastest growing hotel companies in the Northeast United States? Do you want to join an organization that recognizes your contributions and hard work? Do you want to be part of a company where you have the ability to develop and grow your career? If so, then look no further than Colwen Hotels!

At Colwen Hotels, we are on the lookout to engage the best and brightest hospitality professionals in the industry to join our incredibly service-driven and focused team. Our award-winning properties are made up of passionate, dedicated and energetic individuals who provide exceptional service to both our guests and their fellow associates. We approach each and every day with a “can do” attitude and what we like to call “stick-to-itiveness” that provides a level of service that creates memorable experiences for our guests. Equally as important, Colwen Hotels is committed to sustainability, responsibility and stewardship in the communities where we work and grow.

Colwen Hotels is part of a fully integrated organization that designs, builds, owns and manages branded and independent hotels in markets across the Northeast. With more than twenty operating hotels and nearly twenty more in various stages of construction and development, it is a very exciting time to join our team!

Job Description

The Residence Inn Boston Downtown South End Opening Fall 2018 is seeking an engaging, friendly and detail oriented Front Office Manager. This individual will be directly responsible for the front desk and night audit teams, with a focus on guest and associate satisfaction. Ideal candidates will be driven and focused on driving guest satisfaction and leading and developing our associates.


  • Recruit, interview and hire associates for front office positions.
  • Meet regularly with Human resources to review staffing, morale and any disciplinary situations/investigations
  • Train and support all associates and ensure performance in accordance with established hotel brand/Colwen standards
  • Ongoing review of staff to ensure adherence to established policies and procedures
  • Conduct monthly reward and recognition meeting /celebrate hotel and associate achievements
  • Establish and maintain open collaborative relationships with direct reports, team members
  • Compliance with Federal & State Labor laws
  • Respond to inquiries concerning hotel policies and service
  • Receive and process advance registration payments
  • Send letter of confirmation/return checks when registration denied
  • Greet VIP’s when applicable
  • Arrange for special services as requested
  • Enforce all cash handling, check cashing and credit policies
  • Verify banks and deposits at end of shift
  • Analyze rate variance, monitor credit report and maintain close watch on daily house count
  • Review daily front office work and reports generated by Night Audit
  • Tour public rooms, investigate disturbances and quiet agitators
  • Active participation in budgeting and forecasting to maximize hotel revenue and profits
  • Perform technical and administrative duties, including, but not limited to; Profit and Loss Statements, Analysis, Yield Management, Capital Planning and Payroll
  • Ongoing financial reports review to analyze budget, revenue and profitability targets and take action as needed
  • Participate in revenue management calls, sales calls and owner meetings
  • Identify areas of concern and develop strategies to improve performance
  • Coach and support hotel team to effectively manage occupancy, rates, wages and controllable expenses
  • Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results
  • Balance cost controls with exceptional customer service and associate satisfaction
  • Manage vendor relationships and negotiate service agreements


  • Two year college degree or equivalent hospitality experience (at least one year front desk supervisory experience
  • Cash Handling experience
  • General Accounting knowledge
  • TIPS Certification (within 6 months)
  • Completion of brand specific training as required by brand timeline
  • Strong Leader of people
  • Proficient in English language.
  • Intermediate to advanced computer skills
  • Familiar with common computer software programs
  • Must be willing to work holidays
  • May require overnight stays
  • Some work in office
  • Must be willing to work varied hours

Additional Information

Colwen Hotels offers a total rewards and compensation package for eligible associates that includes:

  • Opportunities for advancement and career growth
  • Warm and supportive work environment
  • Earned Personal Time Off and first year Personal Days
  • Holiday Pay
  • Jury Duty and Bereavement Pay
  • Hotel Discounts
  • Competitive Wage and hotel position incentives (i.e. Perfect Sell rewards)
  • Medical, Dental and Vision Insurance
  • Company-funded Health Reimbursement Account
  • Flex Spending Account
  • Voluntary Life Insurance and Disability Insurance
  • 401(k) retirement plan with Employer Match after one year of employment

Colwen Hotels is an equal opportunity employer. EEO M/F/D/V

Residence Inn by Marriott


Roxbury, MA