Front Office Manager

Home2Suites•Philadelphia, PA

3d•Onsite

About The Position

Wurzak Hotel Group is looking for a Front Office Manager at their HOME2 Suites Philadelphia Convention Center is a 248-room hotel, located in downtown Philadelphia across from the Reading Terminal Market, steps away from the Philadelphia Convention Center. The Front Desk Manager will directly supervise all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations and guest services. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Associate degree or equivalent experience.
Two years of customer contact and supervisory experience in the hospitality industry.

Responsibilities

Train, cross-train, and retrain all front office personnel.
Participate in the selection of front office personnel.
Schedule the front office staff.
Supervise workload during shifts.
Evaluate the job performance of each front office employee.
Maintain working relationships and communicate with all departments.
Maintain master key control.
Verify that accurate room status information is maintained and properly communicated.
Resolve guest problems quickly, efficiently, and courteously.
Update group information.
Maintain, monitor, and prepare group requirements.
Relay information to appropriate personnel.
Review and complete credit limit report.
Work within the allocated budget for the front office.
Receive information from the previous shift manger and pass on pertinent details to the oncoming manager.
Check cashiers in and out and verify banks and deposits at the end of each shift.
Enforce all cash-handling, check-cashing, and credit policies.
Conduct regularly scheduled meetings of front office personnel.
Ensure strict adherence to the uniform policy.
Uphold the hotel's commitment to hospitality.
Prepare performance reports related to front office.
Maximize room revenue and occupancy by reviewing status daily.
Analyze rate variance, monitor credit report and maintain close observation of daily house count.
Monitor selling status of house daily.
Monitor high balance guests and take appropriate action.
Ensure implementation of all hotel policies and house rules.
Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
Prepare revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Monitor all V.I.P. guests and requests.
Maintain required pars of all front office and stationary supplies.
Review daily front office work and activity reports generated by Night Audit.
Review Front office logbook and guest feedback forms on a daily basis.
Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
On time and at work when scheduled and in proper uniform.
Perform special projects and other responsibilities as assigned.
Participate in task forces and committees as requested.
Consistent professional and positive attitude and actions when communicating with guests and associates.
Ensure maintenance problems are promptly reported through proper channels.
Comply with all company policies and procedures.
Practice safe work habits and comply with sanitary, safety, security and emergency procedures.
Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
Check with manager/supervisor before leaving work area for any reason.
Attend department meetings as scheduled.
Respond to guest requests, concerns and problems to ensure guest satisfaction.
Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
Any other tasks/duties as requested by management.