Front Office Director

Westin Philadelphia•Philadelphia, PA

4d•Onsite

About The Position

Manage hotel front office operations in accordance with established guest service and sustainability standards. This role involves overseeing front office departments to ensure an optimal level of service and hospitality are provided to hotel guests, resolving customer complaints, and anticipating potential problems by reviewing and monitoring operational issues, business flow, and associate performance. The Front Office Director will also monitor all front of the house financial operations, develop and manage departmental budgets and forecasts, and supervise all front of the house department managers. Additionally, this role requires interaction with sales staff to implement sales strategies, monitoring and maintaining front office systems and equipment, serving on the hotel's safety committee, and following sustainability guidelines related to HHM’s EarthView program.

Requirements

Intermediate knowledge of overall hotel operations.
Large hotel experience preferred.

Nice To Haves

Associate or Bachelor’s degree preferred.

Responsibilities

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.