Front Office Manager-Warwick Rittenhouse Square, A Marriott Bonvoy Hotel, Philadelphia, PA

Blue Sky Hospitality Solutions•Philadelphia, PA

About The Position

The Front Office Manager oversees the daily operations of the front desk, guest services, and bell/valet functions to ensure a seamless and welcoming guest experience. This role requires strong leadership, operational excellence, and a guest-first mindset aligned with Marriott Bonvoy service standards. The Front Office Manager partners with hotel leadership to drive guest satisfaction, employee engagement, and financial performance.

Requirements

3–5 years of progressive front office or guest services leadership experience, preferably within Marriott or other full-service/luxury hotel brands.
Proven ability to lead teams in a fast-paced, guest-centric environment.
Strong problem-solving, communication, and interpersonal skills.
Ability to work a flexible schedule including evenings, weekends, and holidays.
Ability to stand for extended periods.
Ability to move, lift, carry, push, pull, and place objects weighing up to 25 lbs.

Nice To Haves

Bachelor’s degree in Hospitality Management or related field preferred.
Knowledge of Marriott systems (FOSSE, MARSHA, Opera, Lightspeed, etc.) preferred.

Responsibilities

Oversee front desk, bell/valet, and guest services operations to ensure smooth check-in/check-out and service delivery.
Resolve guest concerns and complaints promptly and professionally, ensuring service recovery that aligns with Marriott Bonvoy standards.
Monitor guest satisfaction scores and implement initiatives to improve the guest experience.
Ensure all associates deliver a consistent, warm, and professional guest interaction in line with brand values.
Recruit, train, schedule, and supervise front office associates.
Provide ongoing coaching and performance feedback to build a motivated, service-oriented team.
Foster a culture of teamwork, accountability, and empowerment.
Conduct daily stand-up meetings to communicate priorities, arrivals, VIPs, and group needs.
Manage departmental budgets, payroll, and labor productivity in line with hotel financial goals.
Monitor room revenue, upselling initiatives, and front office sales opportunities.
Ensure accurate cash handling, credit procedures, and compliance with all financial controls.
Review daily reports, occupancy forecasts, and collaborate with Revenue Management and Sales to maximize performance.
Maintain compliance with Marriott brand standards, company policies, and local/state regulations.
Ensure adherence to safety, security, and emergency procedures.
Maintain clean, organized, and welcoming front-of-house areas.