Front Office Manager Jobs

Home2 Suites Philadelphia Convention Center operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.
Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and may prepare a budget for front office department.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

Qualifications
The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.
Education and Experience

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

Skills And Abilities

• Ability to satisfy the legal requirements for employment within the jurisdiction.
• Consistently professional attitude and behavior with effective listening and communication skills.
• Ability to understand and provide friendly guest service.
• 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 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 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.
• 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.

Working Conditions & Physical Effort
Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests 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. This position may be required to operate a motor vehicle.
Notice
Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer participates in E-Verify.
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.