Front Office Manager

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Company Description

Located in prestigious Rittenhouse Square, the AAA rated 4-diamond Sofitel – Philadelphia, boasts 306 beautifully appointed guestrooms, featuring Lanvin amenities, dream bedding and a luxurious atmosphere. We will be your personal culinary connoisseurs, offering our classic, French inspired menu, made from the freshest ingredients harvested directly from our rooftop garden. Enjoy our signature hand-crafted cocktails in Liberté Lounge, the “in-place” to gather and mingle for Philly’s finest clientele.

Our team of highly trained Ambassadors are at your service, ready to provide a magnifique and memorable experience. Joie de Vivre is in our DNA, and we are seeking like-minded individuals to join our team!

• Oversee the daily Operations of the Front Office and the team.
• Coach, lead, guide and direct the Guest Service team to include Front Desk Agents, Bellpersons, Doormen, Concierge and One Touch Agents.
• Provide managerial support to other Rooms Division Leaders in daily operational duties.
• Consistently offer friendly, engaging and a service culture that contributes positively to the Brand’s Vision and Mission.
• Ensure the daily operation of the Front Office (includes all the Front of House areas) are properly staffed to meet forecasted business volumes.
• Conduct regular inspection of VIP arrival rooms and liaise with the housekeeping or engineering department on deviation from standard set-ups.
• Manage ALL loyalty programs and guest recognition programs including ALL Upsell programs.
• Create schedules based on business demand and forecasts.
• Maintain employee morale and create programs to reward and maintain engagement in your team.
• Recruit, train, provide feedback, and coach the Guest Service team.
• Promote and lead a service driven, results driven work environment with effective SOP (Standard Operating Procedures) to drive up guest Satisfaction scores.
• Provide support both on the floor and in assisting with office duties, paperwork and attending interdepartmental meetings

Your experience and skills include:

• A passion for everything guest service and luxury customer service.
• Minimum of 3 years of previous Guest Service management experience.
• Knowledge of Opera Property Management System is an asset.
• Excellent communication, organizational and problem-solving skills that allow you to lead and manage the Guest Services team effectively.
• An ability to work under pressure while maintaining a sense of poise and professionalism.
• A can-do, positive attitude that enables, empowers and inspires others
• An ability to naturally engage with guests and show empathy; have genuine care and concern for both the well-being of our guests and fellow team members
• A desire to learn and grow and a fast paced, challenging, exciting environment
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.