Director of Front Office

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, printed, or tucked away in a handbook—it’s woven into the DNA of who we are. Here, unscripted hospitality is more than a phrase; it’s how we turn every interaction into something memorable, authentic, and entirely our own.

From our stylish rooms and extraordinary suites to the coveted views of Fenway Park, every corner of our hotel radiates legendary urban charm. We invite you to share your love for Boston—its vibrancy, quirks, and endless energy—with our guests. Our team thrives on details, delights in exceeding expectations, and takes pride in being unmatched hosts to travelers from across the globe.

This is more than just a role—it’s a chance to bring fresh perspective, creative flair, and new ideas to an already celebrated hotel. Together, we create experiences guests will never forget, and moments we’ll be proud of long after they’ve checked out.

The Director of Front Office at Hotel Commonwealth sets 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. 

ESSENTIAL RESPONSIBILITIES 

• Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate. 
• Manages check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested. May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles). 
• Manages guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell. 
• Monitors and regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records. 
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue. 
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone. 
• Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last) 
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service. 
• Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. 
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality. 
• Maintains a friendly, cheerful and courteous demeanor at all times. 
• Ensures that the overall operation of the front desk is completed daily. 
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets. 
• Works closely with housekeeping and maintenance to ensure property is maintained. 
• Hiring, motivating and training of staff. 

OTHER RESPONSIBILITIES 

• All other duties as assigned, requested or deemed necessary by management. 

SUPERVISORY DUTIES 

• 5 to 20 employees. 

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. These brandings reflect the unique spirit of Hotel Commonwealth and align with Sage Hospitality's commitment to genuine, meaningful connection.  

Education/Formal Training 

• A four year college degree or equivalent education/experience. 

Qualifications 

• Four to five years of employment in a related position with this company or other organization(s). 

Knowledge/Skills 

• Experiential knowledge required for management of people and complex problems. 
• Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches. 
• Ability to make decisions with only general policies and procedures available for guidance. 
• Supervisory/management skills. 
• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests. 
• Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment. 

Physical Demands 

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ability to respond to guest requests and questions over the phone 
• Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner. 
• Excellent literacy is required. 
• Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments. 
• Bending/kneeling -must be able to accomplish any task required of associates within assigned departments. 
• Mobility -must be able to accomplish any task required of associates within assigned departments. 
• Continuous standing -must be able to accomplish any task required of associates within assigned departments. 
• Climbing up to approximately 40 steps 1% of 40 hour week. Climbing ladders up to approximately 5 feet 15% of 40 hour week. 
• Driving required as necessary. 

Environment 

• Inside hotel and office environment 95% of shift. 

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. May perform other duties as assigned. 

Why You'll Love Working at Sage

Exceptional Benefits & Perks:

Explore & Save

Enjoy exclusive discounts at Sage Hotels & Restaurants nationwide—your gateway to unforgettable experiences across the country.

Comprehensive Health Coverage

We've got you covered with medical, vision, and dental insurance because your well-being matters.

Prime Location

Work in the heart of the city with easy access to public transportation—skip the commute stress.

Fuel Your Shift

Complimentary meal every shift. Great food, on us.

Commuter Benefits

Take advantage of our Perq Program partnership with MBTA for seamless, affordable transit.

Join a Culture That Celebrates You

At Sage, you're part of a community. We're building something special: a place where creativity thrives, passion drives every detail, and belonging isn't just a buzzword; it's who we are.

Ready to be part of something extraordinary? Let's create the future of hospitality together.