Front Desk Manager - InterContinental Boston

Welcome the World with Elegance at InterContinental® Boston – Where Every Guest’s Journey Begins with You.

At IHG Hotels & Resorts, we believe hospitality is an art—and every team member brings their unique creativity, care, and spirit to the canvas. Whether you're drawn to the rhythm of fine dining or the joy of creating seamless guest experiences, we invite you to be part of something exceptional. We’re looking for individuals who take pride in precision, celebrate service, and thrive in a refined, collaborative environment.

Hotel Overview

For over 70 years, the InterContinental® brand has defined worldly sophistication and timeless elegance. As a flagship property, InterContinental® Boston continues that tradition. Named one of the Best Hotels in the World by Condé Nast Traveler, our hotel is a beacon of luxury on Boston’s historic waterfront.

We offer 424 beautifully appointed guestrooms, stunning skyline and harbor views, a full-service spa and wellness club, premier event space, and a variety of globally inspired dining experiences. We invite passionate professionals to help us write the next chapter in our legacy of excellence.

Every day is different, but you’ll mostly be:

• Manage day-to-day operations and assignments of the front office staff including concierge, uniform services and Instant Service; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, IHG Rewards Club enrollments, etc.
• Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
• Establish, implement, and maintain training and procedures for Instant Service to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts: Guests – to ensure their total satisfaction

Regulatory agencies – regarding safety and emergency matters
Other contacts as needed (professional organizations, community groups)

• Perform other duties as assigned.
• May serve “manager on duty” as required.

What we need from you:

Bachelor’s degree in Hotel Management/Business Administration, plus 3 years Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training .
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, specialized training and/or certifications, etc.
• Must be able to work nights, weekends, and/or holidays.

What We Offer

At InterContinental Boston, we reward your excellence with a work environment designed to nurture success:

• Medical, dental, vision, life, and disability insurance
• 401(k) with company match
• Paid vacation, holidays, and wellness days
• Complimentary staff meals and dry cleaning
• IHG Employee Room Benefit Program – Global hotel discounts
• Ongoing Forbes service training and development
• A sophisticated, inclusive, and growth-oriented culture

Be the Voice of True Hospitality

If you believe that luxury lives in the details, and that guest interactions are opportunities to deliver elegance, connection, and meaning we invite you to join our world-class team. Help us deliver Forbes-level experiences, one guest at a time.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.