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Front Office Director

The Rittenhouse

Manage hotel front office operations in accordance with established guest service and sustainability standards.

Posted May 7, 2019

Front Office Director

The Rittenhouse

Opportunity:  Front Office Director

Manage hotel front office operations in accordance with established guest service and sustainability standards.

Potential Career Path

Assistant General Manager – General Manager – Area General Manager

Essential Job Functions

  • Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.  
  • Oversee front office departments to ensure an optimal level of service and hospitality are provided to hotel guests.
  • Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
  • Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
  • Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures.
  • Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
  • Supervise all front of the house department managers.
  • Review correspondence from guests and incident logs and direct staff according to information obtained.
  • Oversee all vendor and personnel contracts throughout the hotel.
  • Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
  • Oversee the property accounting functions including but not limited to Accounts payable and receivables, house bank audits, petty cash as it relates to the front office.
  • Coordinate with corporate accounting department to oversee payroll functions.
  • Oversee and ensure internal audit standards are met.
  • Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and improve maximum occupancy and rates.
  • Monitor and maintain the front office systems and equipment to ensure optimum performance.
  • Serve on the hotel’s safety committee.
  • Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
  • Perform other duties as requested by management.

Position Requirements

  • Associate or Bachelor’s degree preferred.
  • Intermediate knowledge of overall hotel operations. 
  • Large hotel experience preferred.

Work Environment and Context

  • Work schedule varies and may include working on holidays, weekends and alternate shifts.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Address

210 West Rittenhouse Square
Philadelphia, PA 19103

Phone

(215) 546-9000

Rooms

118 Rooms

Website

The Rittenhouse