Front Office Director

Hersha Hospitality Management LP • Philadelphia, PA

3d

About The Position

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

Requirements

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees