Front Office Manager

Position Summary

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

In partnership with the Hotel GM, directly supervises all front office personnel and ensures proper completion of all front office duties. Areas of responsibility include Guest Services/Front Desk & Homewood Suites Breakfast & Evening Social.  As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.  Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interview, hire, train, cross-train, schedule, coach, counsel, and discipline associates and perform annual performance evaluations.
• Efficient daily operation of Guest Services, while adhering to budget guidelines.
• Manages day-to-day operations, ensuring the quality standards and meeting the expectations of the guests on a daily basis. 
• Develop specific goals and plans to prioritize, organize, and accomplish your work.
• Maintain adequate and accurate room inventory.  Monitors availability and reservations regrets. 
• Respond to guest questions, concerns, comments, and requests promptly, courteously and professionally.
• Ensure that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results. 
• Verify nightly audits to ensure all financial controls are being met.
• Maintain working relationships and communicate with all departments.
• Ensure implementation of all hotel policies and house rules.
• Understand the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. 
• 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 building mutual trust, respect, and cooperation among team members. 
• 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.
• Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills, and abilities cited below.

Education and Experience

• Associate degree or equivalent experience. 
• Minimum 3 years hotel operation management experience.
• Extensive knowledge of all hotel departments. 

Skills and Abilities

• Ability to understand and provide friendly guest service. 
• Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations. 
• Ability to process guest bills and collects payments in compliance with cash handling, credit card processing, and accounting policies and procedures. 
• Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters. 
• Ability to follow an appropriate course of action based on policies and procedures. 
• Ability to operate a computer, calculator, phone, and other office equipment. 
• Attention to detail with good organizational and efficient time management skills.
• Consistently professional attitude and behavior with effective listening and communication skills. 
• Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities. 
• Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment.  While performing job duties, the associate speaks, listens, completes documents, processes requests, and operates office equipment such as a telephone, calculator, computer, copier, and fax.  Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 25 pounds.  The job requires close vision with or without corrective lenses.  This position may be required to operate a motor vehicle.

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.

Notice

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. This employer participates in E-Verify.

This employer will provide the Social Security Administration (SSA) and, If necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

Important: If the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including terminating your employment.

Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on the Form I-9.