Front Desk Manager - Hilton Garden Inn-Marlborough, MA

Job Description

Job Description

This position is responsible for leading the Front Desk Team through active, visible, and hands-on leadership at the front desk. We want some who ensures there is exceptional guest service and seamless daily operations. This is not a back-office role, this leader is expected to be present, engaged, and working side-by-side with the team to consistently deliver elevated service.

Salary range: $55,000 - $65,000 annually dependent on experience; also eligible for a quarterly bonus

Work schedule: We are looking for someone to work the mid-day shift with flexibility on weekdays. Will be required to work weekends

Key Responsibilities

• Take full ownership and lead from the front by being consistently present at the front desk, actively engaging guests and team members throughout shifts.
• Train, coach, and develop front desk team members with a strong focus on service, sales, consistency, and accountability.
• Provide expectations to encourage confidence and capability, holding team members accountable for their performance, including attendance, procedures and service delivery.
• Model and reinforce Hilton’s service standards, ensuring every guest interaction reflects genuine care and professionalism.

• Maintain flexibility in schedule to support the operation, with an expectation of regular evening and weekend availability. Own the front desk.
• Serve as the primary point of contact for all Front Desk related scheduling items, responsible for filling shifts and adjusting coverage as needed.
• This role includes the expectation of supporting the Sales function, and adopting the “everyone sells” mindset and attitude.
• Communicate and interact with other departments regularly to ensure we are providing an excellent guest experience.

What We’re Looking For

• Someone with a strong positive outgoing style that understands the importance of our guest experience.
• A hands-on leader who thrives on being in the operation, not behind a desk.
• Someone who takes full ownership and accountability for the front desk team and performance.
• A leader who is passionate about training, coaching, and elevating team performance daily.
• Strong problem-solver who can adapt quickly and manage real-time operational challenges.
• Willingness to work a flexible schedule including evenings, weekends, and holidays, and step in as needed to support the team.

Competencies/Skills Required: 2+ years of customer service and 1+ years supervisory/management experience required. Must be detail oriented, have ability to communicate well with all levels within and outside the organization, and be able to problem-solve with employees and guests. Must be able to manage multiple priorities in a fast-paced environment. Demonstrates clear written and verbal communication skills.

Education: High school diploma or GED required, college degree or equivalent experience preferred.