Director of Front Office Operations

Pyramid Global Hospitality•Philadelphia, PA

12d•Onsite

About The Position

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company! About our property: The Hilton Philadelphia at Penn’s Landing is a great place to stay during your visit to Philadelphia. Its location is unique: it’s the only hotel located directly on the Delaware River Waterfront at Penn’s Landing in Philadelphia’s downtown. The Hilton Philadelphia at Penn’s Landing’s 350 well-appointed guest rooms and 24,000 square feet of meeting space offer an experience that is hard to match. The guest rooms are fitted with sleek work desks, along with 32” LCD televisions and wall-mounted, plug-n-play consoles for Wi-Fi internet access. Dark wood furnishings, leather lounge chairs, contemporary lighting and gorgeous bathrooms complete the newly renovated guest rooms, which also come with stunning city or river views. What you will have an opportunity to do: We are looking for a highly motivated, customer focused leader to join our Front Office team as Front Office Director. The successful candidate for this role will have a proven track record of developing a team to provide exceptional service, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally. If you have experience in leading a hotel front office operations, enjoy engaging with people from all over the world and making meaningful connections, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property. Your Role: You will oversee the Front Office operations to lead the team You will be involved in the financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports. You will develop and mentor a team for the Front Desk Agents, Bell Staff You will ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates. You will monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy. You will lead by example to ensure all guest interactions are handled in a professional manner. Provide exceptional customer service by being engaging and taking sincere interest Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established Help to resolve problems Works closely with the Maintenance, Housekeeping and Sales teams to communicate and coordinate the day Interact with hotel staff in a professional manner, assisting other departments with necessary information

Requirements

Someone with 3-5 years experience leading a Front Office team in a service focused hotel or resort environment
Someone available to work a flexible schedule to include nights, weekends and holidays
Someone with a strong desire to make an impact on other people
Someone with an outgoing and engaging personality
Someone with excellent verbal and written communication skills
Someone with the ability to work in a fast-paced setting

Nice To Haves

Knowledge of On Q Pm is a plus
Bilingual is a plus

Responsibilities

Oversee the Front Office operations to lead the team
Be involved in the financial performance of the hotel with responsibilities to include managing the annual budget, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports.
Develop and mentor a team for the Front Desk Agents, Bell Staff
Ensure proper training materials are in place and used by each department. Implement coaching, career planning and recognition programs for all associates.
Monitor room inventory, rate and plan availability and lead the team to maintain average daily rate to ensure revenue maximization forecasting occupancy.
Lead by example to ensure all guest interactions are handled in a professional manner. Provide exceptional customer service by being engaging and taking sincere interest
Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
Help to resolve problems
Works closely with the Maintenance, Housekeeping and Sales teams to communicate and coordinate the day
Interact with hotel staff in a professional manner, assisting other departments with necessary information