Front Office Manager (Duty Manager)

The Front Office Manager at Raffles Boston oversees all front office operations, which includes managing guest services, concierge duties, and front desk functions. They are responsible for ensuring exemplary guest satisfaction and maintaining Raffles’ high service standards.

Qualifications for the Front Office Manager role at Raffles Boston typically include a Bachelor’s Degree in Hospitality Management, a minimum of two years of front office experience, and at least one year in a supervisory role, preferably in a luxury hospitality environment.

Raffles Boston offers personalized development opportunities across Accor's extensive brand portfolio, ensuring that as a Front Office Manager, you receive the training and support needed for career advancement within the hospitality industry.

A Front Office Manager at Raffles Boston can expect a vibrant and dynamic work environment focused on teamwork, cultural appreciation, and exceptional guest service, providing an engaging atmosphere that challenges and nurtures growth.

Raffles Boston offers a comprehensive benefits package for Front Office Managers, which includes medical, dental, vision, and life insurance, a compatible 401K plan, and an employee benefit card granting discounted rates across Accor properties for you and your family.

To ensure exceptional guest service, I prioritize effective communication with my team, maintain a keen understanding of guest feedback, and constantly strive to exceed guest expectations through personalized experiences.

One challenging situation involved a double-booking error on a peak night. I quickly coordinated with the team to offer upgraded rooms and complimentary services to affected guests, ensuring they felt valued and satisfied despite the initial mix-up.

I believe in an open-door policy for communication, regular training sessions to enhance skills, and incorporating team feedback into everyday processes to empower staff and foster a collaborative atmosphere.

I remain calm and collected, focusing on prioritizing tasks and delegating effectively. By maintaining a positive attitude, I can manage stress and motivate my team to deliver great guest experiences, even under pressure.

Luxury guest service is about anticipating guest needs and providing personalized touches that make their experience memorable. It's not just about meeting expectations but exceeding them at every opportunity.

I would create a structured training program that includes shadowing experienced team members, hands-on practice with systems, and regular feedback sessions to ensure new staff members feel confident and informed.

I subscribe to industry publications, attend hospitality conferences, and participate in online forums and workshops to stay informed about evolving trends and best practices within the hospitality sector.

Teamwork is essential in the front office. A cohesive team can provide seamless guest services, share workload during peak hours, and support one another in achieving common goals to enhance the guest experience.

I approach difficult situations with empathy and active listening, aimed at understanding their concerns. I focus on finding solutions while maintaining professionalism and ensuring the guest feels heard and valued.

I utilize a combination of property management systems, digital task lists, and regular communication tools with my team to maintain organization and ensure that all front office operations run smoothly and efficiently.