Front Office Director

Plazahotelelpaso; Philadelphia (Philadelphia County); On-site; USD 90,000 - 130,000; Full time

Job summary

HHM Hotels is seeking a Front Office Director to lead all front office operations, ensuring premier guest service while aligning with HHM's sustainability initiatives.

The role focuses on staffing, coaching, budgeting, and coordinating with corporate accounting to maintain smooth, profitable hotel operations.

Qualifications

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

Responsibilities

• Interview, select, train, schedule, coach and support associates while upholding brand standards and HHM values.
• Oversee front office departments to ensure high service quality and hospitality for guests.
• Monitor guest satisfaction and brand standards to improve department and overall guest satisfaction.
• Resolve guest issues and anticipate problems by reviewing operations and staff performance.
• Oversee front office finances, accounting controls, and payroll coordination with corporate accounting.
• Develop and monitor department budgets and forecasts; approve capital items as needed.
• Supervise front office department managers and coordinate with sales on occupancy strategies.
• Ensure front office systems and equipment run efficiently and safely.

Skills

Guest service leadership

Operations knowledge

Education

Associate or Bachelor's degree preferred

Job description

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

Source: HHM Hotels