Front Office Manager

Wurzak Hotel Group is looking for a Front Desk Manager at their HOME2 Suites Philadelphia Convention Center located in downtown Philadelphia across from the Reading Terminal Market, steps away from the Philadelphia Convention Center. 

The Front Desk Manager will directly supervise all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities at the front desk, reservations, and guest services.

Essential Functions

• Train, cross-train, and retrain all front office personnel.
• Participate in the selection of front office personnel.
• Schedule the front office staff.
• Supervise workload during shifts.
• Evaluate the job performance of each front office employee.
• Maintain working relationships and communicate with all departments.
• Maintain master key control.
• Verify that accurate room status information is maintained and properly communicated.
• Resolve guest problems quickly, efficiently, and courteously.
• Update group information. Maintain, monitor, and prepare group requirements. Relay information to appropriate personnel.
• Review and complete credit limit report.
• Work within the allocated budget for the front office.
• Receive information from the previous shift manger and pass on pertinent details to the oncoming manager.
• Check cashiers in and out and verify banks and deposits at the end of each shift.
• Enforce all cash-handling, check-cashing, and credit policies.
• Conduct regularly scheduled meetings of front office personnel.
• Ensure strict adherence to the uniform policy.
• Uphold the hotel's commitment to hospitality.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.
• Monitor high balance guests and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Monitor all V.I.P. guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front office logbook and guest feedback forms on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• On time and at work when scheduled and in proper uniform.
• Perform special projects and other responsibilities as assigned. 
• Participate in task forces and committees as requested.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Ensure maintenance problems are promptly reported through proper channels.
• Comply with all company policies and procedures.
• Practice safe work habits and comply with sanitary, safety, security and emergency procedures. 
• Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.
• Check with manager/supervisor before leaving work area for any reason.
• Attend department meetings as scheduled.
• Respond to guest requests, concerns and problems to ensure guest satisfaction. 
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Any other tasks/duties as requested by management.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

• Associate degree or equivalent experience. 
• Two years of customer contact and supervisory experience in the hospitality industry.

Our Perks

• Competitive Salary
• Paid Time Off
• Medical, Dental, Vision health insurance
• Robust supplemental insurance for Life, AD&D, Pets, legal and more
• Wellness programs for mental, physical, and financial wellness
• Hotel and travel discounts
• Generous retirement/401k benefits
• Education and professional development

Who we are

Wurzak Hotel Group (WHG) is a Philadelphia-based owner, developer, and operator of premium branded full-service, extended stay, and focus service hotels.  WHG’s core expertise is its unique ability to develop and operate hotels and food and beverage outlets in an entrepreneurial manner maximizing returns on the investment and developing long-term relationships with our guests.  

WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details, and uncompromised guest satisfaction.  Wurzak Hotel Group has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region’s top hospitality companies.  

Find out more about us on our website or click here to visit our Linkedin page!

WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination on the basis of someone’s race, gender, disability, or any other basis protected under federal, state, or local laws.

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