Front Desk Concierge at Boston Harbor Hotel – Boston, Massachusetts

JOB SUMMARY

This dual-role position supports both the Concierge and Front Desk operations, offering a dynamic opportunity for a service-driven professional to enhance the guest experience across multiple touchpoints. The ideal candidate is highly adaptable, flexible, and comfortable transitioning between roles based on business levels, occupancy, and departmental needs.

KEY RESPONSIBILTIES

The primary responsibilities for the Front Desk Concierge include but are not limited to:

Concierge Responsibilities:

• Deliver personalized service to guests by arranging dining reservations, transportation, and local recommendations.
• Anticipate and respond to guest needs with thoughtful, proactive solutions.
• Serve as a knowledgeable resource for guests seeking information about the hotel and surrounding area.

Front Desk Responsibilities:

• Greet and welcome guests with warmth and professionalism.
• Manage the check-in and check-out process efficiently and accurately.
• Respond to guest inquiries, resolve issues promptly, and ensure a seamless experience from arrival to departure.
• Collaborate with hotel departments to fulfill special requests and uphold service standards.

Minimum of two (2) or more years of progressive Front Office and/or Guest Services experience.

JOB QUALIFICATIONS

In addition to the performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

• Minimum 2 years of experience in front desk, concierge, or guest services in a luxury hotel or similar environment.
• Proficiency in PMS (Opera or equivalent), Microsoft Office Suite, and luxury CRM platforms.
• Deep understanding of five-star service standards, Forbes or LQA guidelines preferred.
• Impeccable communication and interpersonal skills; multilingual abilities are a plus.
• Professional appearance and demeanor aligned with luxury brand standards.

• Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.
• Demonstrated ability to work cohesively with a team.
• Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
• Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
• Ability to communicate effectively in the English language, both verbally and in writing. A second language is desirable.
• Must have experience in all Microsoft Office suite products.

• Availability to work flexible schedules, including weekends, evenings, and holidays.

Core Attributes:

• Gracious, intuitive, and guest obsessed.
• High emotional intelligence and attention to nuance.
• Calm under pressure with a solution-driven mindset.
• Collaborative, polished, and discreet.

Physical Requirements:

• Ability to stand and move for extended periods.
• Occasionally lift or move items up to 25 lbs.
• Comfortable working in a fast-paced, guest-facing environment.

The Boston Harbor Hotel is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.