Director of Front Office jobs in Pennsylvania

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Director of Front Office
  • Marriott International
  • Philadelphia, PA FULL_TIME
  • Job Number 24161822
    Job Category Rooms & Guest Services Operations
    Location Philadelphia Marriott Downtown, 1201 Market Street, Philadelphia, Pennsylvania, United States VIEW ON MAP
    Schedule Full-Time
    Located Remotely? N
    Relocation? Y
    Position Type Management

    JOB SUMMARY

     

    Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

     

    CANDIDATE PROFILE

     

    Education and Experience

    • High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area.

    OR

    • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in the guest services, front desk, or related professional area.

     

    CORE WORK ACTIVITIES

     

    Leading Front Desk, Guest Services, and Security Teams

    • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

    • Encourages and builds mutual trust, respect, and cooperation among team members.

    • Serves as a role model to demonstrate appropriate behaviors.

    • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

    • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

    • Ensures recognition of employees is taking place across areas of responsibility.

    • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

    • Celebrates successes and publicly recognizes the contributions of team members.

     

    Managing Guest Services and Front Desk Teams

    • Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

    • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

    • Develops specific goals and plans to prioritize, organize, and accomplish work.

    • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

    • Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.

    • Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge.

    • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

    • Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

    • Manages department controllable expenses to achieve or exceed budgeted goals.

    • Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.

    • Handle guest complaints and verify that all guest issues are resolved.

     

    Managing Security Team

    • Protects property and provides a safe environment for guests and staff.

    • Oversees all on-duty security personnel, including dispatcher.

    • Supervises and coordinates job assignments and verifies that each officer is briefed on the day’s activities.

    • Complies information and files written security reports.

     

    Managing Projects and Policies

    • Verifies compliance with all Front Office policies, standards and procedures.

    • Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

     

    Providing Exceptional Customer Service

    • Provides services that are above and beyond for customer satisfaction and retention.

    • Coordinates activities with other hotel departments in order to facilitate incrased levels of communication and guest satisfaction.

    • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

    • Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

    • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.

    • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

    • Strives to improve service performance.

    • Empowers employees to provide excellent customer service.

    • Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

    • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

    • Responds to and handles guest problems and complaints.

    • Observes service behaviors of employees and provides feedback to individuals and/or managers.

     

    Managing and Conducting Human Resource Activities

    • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

    • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

    • Establishes challenging, realistic and obtainable goals to guide operation and performance.

    • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

    • Verifies employees are treated fairly and equitably.

    • Manages employee progressive discipline procedures for Front Office Staff.

    • Administers the performance appraisal process for direct report managers.

    • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

     

    Additional Responsibilities

    • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

    • Analyzes information and evaluating results to choose the best solution and solve problems.

    • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

    • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.

     

    The salary range for this position is $109,000 to $137,000 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.  

    The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

    Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.



    Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
     
    JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

  • 2 Days Ago

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Director of Front Office
  • Kimpton Hotels & Restaurants
  • Philadelphia, PA FULL_TIME
  • Why We're Here We believe heartfelt, human connections make people's lives better. Especially the people who work here. Our founder, Bill Kimpton rebelled against impersonal, generic hospitality that ...
  • 1 Month Ago

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Front Office Representative
  • Chiropractic Office
  • Pittsburgh, PA PART_TIME
  • We are looking for an outstanding person to join our team! This Patient Services Representative (PSR), is a key player to the patient experience in our office. If you are energetic, self motivated, an...
  • 12 Days Ago

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Hospital Front Desk
  • Office Hiring
  • Washington, PA FULL_TIME
  • Ready to tackle a fun and rewarding job? There are Hospital Front Deskjob openings in your area. Click today and find the job that you have been looking for! This position is responsible for meeting a...
  • 14 Days Ago

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Director -Administrative Office of the Courts (AOC)-Non-Tenured (NT)
  • Kentucky Administrative Office of the Courts
  • Pittsburgh, PA FULL_TIME
  • Advertisement Closes10/24/2024 (8:00 PM EDT)24-05405Director -Administrative Office of the Courts (AOC)-Non-Tenured (NT)Salary$156,565.00 AnnuallyEmployment TypeJudicial Branch | Administrative Office...
  • 14 Days Ago

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Target Guest Advocate (Cashier or Front of Store Attendant) $16-$35/hr
  • Office Hiring
  • Pittsburgh, PA FULL_TIME
  • No experience requited, hiring immediately, appy now.Cashier or front end associate postions available. No experience required. Part or full time postions with benefits. Advocates of guest experience ...
  • 12 Days Ago

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Director of Front Office
  • Accor Hotels
  • Los Angeles, CA
  • Company Description At Fairmont, our passion is to connect our guests to the very best of our destinations. From the bea...
  • 9/23/2024 12:00:00 AM

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Director of Front Office
  • HEI Hotels & Resorts
  • Chicago, IL
  • Oversees the Front Office/ Guest Services Department. This position acts as a liaison to outsource the Front Office Mana...
  • 9/23/2024 12:00:00 AM

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Director of Front Office
  • Kimpton Hotel
  • Cleveland, OH
  • Why We're HereWe believe heartfelt, human connections make people's lives better. Especially the people who work here. O...
  • 9/23/2024 12:00:00 AM

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Director of Front Office
  • Kimpton Hotels
  • Cleveland, OH
  • Why We're Here We believe heartfelt, human connections make people's lives better. Especially the people who work here. ...
  • 9/23/2024 12:00:00 AM

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Director of Front Office
  • Real Hospitality Group
  • Eugene, OR
  • Come be a part of an exciting reopening opportunity at one of Oregon's finest hotels, Valley River Inn, located on the b...
  • 9/22/2024 12:00:00 AM

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Director of Front Office
  • Accor North America, Inc.
  • Los Angeles, CA
  • Director of Front Office. Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagu...
  • 9/22/2024 12:00:00 AM

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Director of Front Office
  • HEI Hotels & Resorts
  • San Francisco, CA
  • About Us The Jay, Autograph Collection is where new-age San Franciscans gather, find inspiration, and celebrate our city...
  • 9/20/2024 12:00:00 AM

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Director of Front Office
  • Highgate Hotels
  • New York, NY
  • Compensation Type Yearly Highgate Hotels Highgate is a premier real estate investment and hospitality management company...
  • 9/19/2024 12:00:00 AM

Pennsylvania (/ˌpɛnsɪlˈveɪniə/ (listen) PEN-sil-VAY-nee-ə), officially the Commonwealth of Pennsylvania, is a state located in the northeastern and Mid-Atlantic regions of the United States. The Appalachian Mountains run through its middle. The Commonwealth is bordered by Delaware to the southeast, Maryland to the south, West Virginia to the southwest, Ohio to the west, Lake Erie and the Canadian province of Ontario to the northwest, New York to the north, and New Jersey to the east. Pennsylvania is the 33rd-largest state by area, and the 6th-most populous state according to the most recent of...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Director of Front Office jobs
$71,870 to $88,884

Director of Front Office
Demonstrates commitment to these goals through work ethic, integrity and respect for the Company and associates.
May 12, 2023
Provide hands- on training and continuous coaching to subordinates, supervising and directing the execution of service related tasks to ensure the efficient and professional operation of the Front Office.
May 09, 2023
Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
April 23, 2023
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
February 20, 2023
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
January 17, 2023
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
January 14, 2023
Director of Front Office in El Paso, TX
Develop/update job descriptions and standard operating procedures for all shifts and positionsAssist with group rooming lists and requests and ensure that rooming lists are input into the systemEnsure that group room blocks are released to general inventory after group's cut-off date or cancellationInspect product (rooms, outlets, amenities) to ensure adherence to standards.
May 05, 2023
Prepare check request for credit balance and advance deposit refundsHandle disputed charges, research and attempt to resolve disputes, provide documentation to confirm accuracy of billing or issue a credit as neededEnsure coordination of daily VIP requirements, including list distribution, room inspections, amenity placement, welcome letters, gifts, guest escorts, etc.
January 30, 2023
Participate in the preparation of annual budget and business plan to ensure the smooth operation of the hotel, set financial goals and plan expenses.
October 14, 2022