Front Office Director

The Westin Philadelphia; Philadelphia (Philadelphia County); On-site; USD 120,000 - 180,000; Full time

Job summary

The Westin Philadelphia is seeking a Front Office Director to lead all front office operations, ensuring top-tier hospitality and adherence to brand standards.

You will manage staff performance, budgets, and cross-department coordination to maximize guest satisfaction, occupancy, and revenue, while upholding safety and sustainability guidelines.

Qualifications

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

Responsibilities

• Interview, select, train, schedule, coach and support associates per brand standards.
• Oversee front office departments to ensure optimal service and hospitality.
• Monitor guest satisfaction scores and brand standards to improve ratings.
• Resolve complaints and anticipate problems by reviewing performance.
• Manage front office financial operations and internal controls.
• Develop and monitor budgets and forecasts; approve capital items as needed.
• Supervise all front office department managers.
• Coordinate with sales to improve occupancy and rates.

Skills

Guest service

Leadership

Budgeting

Staff development

Communication

Education

Bachelor’s degree or higher

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.
• Large hotel experience 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