• Front Office Director

    Posted Date 1 week ago(12/7/2018 1:44 PM)
    ID
    2018-20636
    Type
    Regular Full-Time
    Property Name
    Westin Philadelphia
    Location
    99 South 17th Street Philadelphia Pennsylvania 19103 US
  • Overview

    Opportunity:  Front Office Director

     

    Manage hotel front office operations in accordance with established guest service and sustainability standards.  

     

    Potential Career Path   

    Assistant General Manager – General Manager – Area General Manager

     

    Essential Job Functions

    • Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.  
    • Oversee front office departments to ensure an optimal level of service and hospitality are provided to hotel guests.
    • Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
    • Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
    • Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures.
    • Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
    • Supervise all front of the house department managers.
    • Review correspondence from guests and incident logs and direct staff according to information obtained.
    • Oversee all vendor and personnel contracts throughout the hotel.
    • Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
    • Oversee the property accounting functions including but not limited to Accounts payable and receivables, house bank audits, petty cash as it relates to the front office.
    • Coordinate with corporate accounting department to oversee payroll functions.
    • Oversee and ensure internal audit standards are met.
    • Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and improve maximum occupancy and rates.
    • Monitor and maintain the front office systems and equipment to ensure optimum performance.
    • Serve on the hotel’s safety committee.
    • Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
    • Follow sustainability guidelines and practices related to HHM’s EarthView program.
    • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
    • Perform other duties as requested by management.

    Position Requirements

    • Associate or Bachelor’s degree preferred.
    • Intermediate knowledge of overall hotel operations. 
    • Large hotel experience preferred.

    Work Environment and Context

    • Work schedule varies and may include working on holidays, weekends and alternate shifts.
    • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

    What We Believe

     

    People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

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