Front Office Director

HHM Hospitality; Philadelphia (Philadelphia County); On-site; USD 100,000 - 140,000; Full time

Job summary

HHM Hospitality is seeking a Front Office Director to lead the hotel front desk and guest services at The Rittenhouse Hotel in Philadelphia. You will ensure service excellence, supervise front office managers, and align operations with HHM’s standards and EarthView sustainability guidelines.

You will partner with sales and corporate accounting to optimize occupancy, rates and financial controls, while coaching staff and maintaining premium guest experiences at a luxury property in downtown

Qualifications

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

Responsibilities

• Interview, train, coach and schedule associates to brand standards.
• Oversee front office to ensure high levels of service and hospitality.
• Monitor guest satisfaction scores and brand standards.
• Resolve complaints and anticipate issues in operations and staff performance.
• Manage front office budgeting, forecasts and capital requests.
• Supervise front office managers and coordinate with accounting and payroll.

Skills

Front office management

People leadership

Guest service excellence

Budgeting & financial oversight

Education

Bachelor’s degree

Job description

Overview

Opportunity: Front Office Director

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

Potential Career Path

Assistant General Manager – General Manager – Area General Manager

Essential Job Functions

• 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.

Position Requirements

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

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

Exquisite Location of this Downtown Philadelphia HotelThe Rittenhouse Hotel is the most prestigious Philadelphia Pennsylvania hotel address. Consistently recognized not only as the premier choice of five-diamond Philadelphia luxury hotels, The Rittenhouse is also ranked among the world´s finest places to stay. Featuring all of the unique historic charm and residential ambience of Rittenhouse Square, our Philadelphia luxury hotel is convenient walking distance from major museums, cultural attractions, world-class shopping, and the business district. Experience the luxury of five-diamond service and accommodations at the premier choice of Philadelphia Pennsylvania hotels.

This property is a part of the Echelon Luxury & Lifestyle division of HHM Hotels.

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.