Front Office Manager
3 days ago
Philadelphia
Job Description Wurzak Hotel Group is looking for an energetic Front Office Manager to drive the customer service efforts of our Home2 Suites by Hilton in downtown Philadelphia. Located in the heart of the city, yards from Philadelphia Convention Center and Reading Terminal Market, and walking distance from the Liberty Bell & Independence Hall. The ideal candidate will have a proven track record in sales management within the hospitality industry who is eager to take the next step in their career. As a result, this individual should be a self-starter, have Hilton brand experience, and a commitment to drive sales, develop relationships, and delivering outstanding guest experiences. If you are seeking a workplace where your skills are valued, your ideas are heard, and your career aspirations are supported, Wurzak Hotel Group is the place for you. Learn more below and become part of a team that is shaping the future of hospitality! Essential Functions • 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 log book 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. Skills and Abilities: • Ability to understand and provide friendly guest service., • Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations., • Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures., • Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters., • Ability to follow an appropriate course of action based on policies and procedures., • Ability to operate a computer, calculator, phone and other office equipment., • Attention to details with good organizational and efficient time management skills., • Consistently professional attitude and behavior with effective listening and communication skills., • Ability to work in a fast-paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities., • Ability to satisfy the legal requirements for employment within the jurisdiction. Qualifications: • Associate degree or equivalent experience., • Two years of customer contact and supervisory experience in the hospitality industry. Working Conditions & Physical Effort: Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes request and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. About Wurzak Hotel Group: At Wurzak Hotel Group we take pride in being recognized as an Employer of Choice in the Hospitality Industry. Our commitment to fostering a positive, inclusive, and innovative workplace sets us apart, making us a destination for top talent seeking a rewarding and fulfilling career. WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details and uncompromised guest satisfaction. Wurzak Hotel Group has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region’s top hospitality companies. WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination on the basis of someone’s race, gender, disability, or any other basis protected under federal, state, or local laws. Find out more about us on our website or click here to visit our LinkedIn page! Our Perks: • Culture of Excellence, • Paid Time Off, • Hotel Discounts, • 401K Company Match, • Career Development, • Peer-to-Peer Recognition, • Quarterly & Annual Awards, • Inclusive work environment Excited to take on the challenge? Your potential is our passion, Let’s unlock the possibilities! Interested candidates should apply and submit a resume highlighting relevant experience. Home2 Suites Philadelphia Convention Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination on the basis of someone’s race, gender, disability, or any other basis protected under federal, state, or local laws. EEO m/f/d/h