Front Office Manager job

Philadelphia International Airport (PHL); Philadelphia (Philadelphia County); On-site; USD 50,000 - 70,000; Full time

Job summary

Philadelphia International Airport (PHL) is seeking a Front Desk Manager to ensure positive guest experiences and support service staff. The role involves supervising front office operations, implementing quality processes, and resolving guest complaints effectively.

The ideal candidate has strong managerial skills, excellent customer service abilities, and a professional demeanor. Join us to help create memorable experiences for our guests at this premier airport hotel!

Qualifications

• Self-starting personality, professional appearance, and guest-friendly demeanor.
• Mobility to move between buildings and respond to emergencies.

Responsibilities

• Supervise front office operations and develop policies.
• Implement and manage the hotel's daily quality process.
• Field guest complaints and prepare written correspondence to guests.

Skills

Effective communication in English

Strong managerial skills

Excellent customer service skills

Proficiency with complex mathematical calculations

Ability to assist co-workers

Job description

Description

Join the Source Hotel! If you are passionate about elevating member or guest experience and meet the required qualifications, we want to hear from you.

Your Role

Front Desk Manager responsible for creating positive experiences for every guest and supporting service staff during dining engagements.

Job Overview

Provide guidance and leadership to the Front Desk, ensuring consistent compliance with hotel policies and quality guest service. Supervise front office operations and develop policies and plans for work program execution.

Essential Job Functions

• Implement and manage the hotel's daily quality process, including goal setting, communication, associate improvement, compliance with standards, service recovery, and problem resolution.
• Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach staff accordingly.
• Interview, hire, train, evaluate performance, resolve problems, provide open communication, and recommend discipline or termination when appropriate.
• Communicate clearly in writing and verbally to provide direction to staff.
• Observe performance, encourage improvement, monitor occupancy, adjust staffing, supervise cost and inventory controls.
• Field guest complaints, research solutions, negotiate results, and prepare written correspondence to guests.
• Remain calm and alert during emergencies and heavy hotel activity, and plan detailed steps to resolve problems.
• Supervise budgeting, forecasting, training, motivation, and staffing of the Front Office, Bell Staff, Reservations, Concierge, Guest Services, and Transportation Services.
• Plan, organize, chair, or attend staff, rooms division, executive committee, and quality meetings.
• Comply with attendance rules and be available to work regularly.
• Perform any other job‑related duties as assigned.

Required Skills And Abilities

• Effective communication in English.
• Self‑starting personality, professional appearance, and guest‑friendly demeanor.
• Team player who can pitch in and assist co‑workers.
• Strong managerial skills: decision making, meeting deadlines, negotiating vendor contracts, analytical ability, and project coordination.
• Excellent customer service skills, patience, tact, and diplomacy to resolve conflicts.
• Proficiency with complex mathematical calculations for budgeting and forecasting.
• Mobility to move between buildings and respond to emergencies.

Performance Standards & Work Habits

Maintain professional conduct, courtesy, respect, and positive interaction with guests and associates. Adhere to dress, grooming, punctuality, and attendance standards. Adapt to change and continually improve skills.

Safety & Security

Follow hotel security policies, including key controls, heavy object lifting, chemical use, and reporting of hazards.

Equal Employment Opportunity Statement

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Crescent Hotels & Resorts