What are the responsibilities and job description for the Front Office Manager job position at Philadelphia International Airport (PHL)?
Description
Join the Source Hotel!
If you're passionate about elevating member or guest experience and hold the required qualifications, we want to hear from you!.
Your Role
We are currently seeking a Front Desk Manager to join and contribute to the success of the Source Hotel by creating positive experiences for every guest who visits the hotel by being welcoming, friendly, attentive, and supporting service staff during each dining engagement for excellent service.
Job Overview
Provide guidance and leadership to the Front Desk, ensuring
consistent compliance with hotel policies, and quality guest service. Indirectly
offers supervision for the entire hotel as well as making policies and developing
plans for carrying out work programs.
Reports To
General Manager
Essential Job Functions
standards of product and performance, service recovery and problem
resolution. Disseminate feedback from comment cards, guest satisfaction
and service failure measurements and coach accordingly.
and/or termination when appropriate.
review cost and inventory controls.
correspondence to guests. Listen and extend assistance to resolve
problems such as price conflicts, insufficient heating or air conditioning,
etc. Remain calm and alert especially during emergency situations and
heavy hotel activity. Plan and implement detailed steps or problem
resolution by using experienced judgment and discretion.
Concierge, Guest Services, and Transportation Services.
Meetings, Quality Teams Meetings, etc.
Must have the ability to communicate in English. Self-starting personality with an even
disposition. Always maintain a professional appearance and manner. Can
communicate well with guests. Must be willing to "pitch-in" and help co- workers with
their job duties and be a team player. Requires the exercise of considerable managerial
skill as position involves frequent decisions, meeting of deadlines, negotiations of
contracts of vendors, analytical ability and the planning, organization development and
coordination of large-scale work projects. Ability to effectively deal with internal and
external customers, some of whom will require high levels of patience, tact, and
diplomacy to defuse anger and collect accurate information and resolve conflicts.
Complex mathematical skills and considerable skills in the use of a calculator to prepare
complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be
mobile for significant distances between and within buildings on the property. Ability to
observe performance and detect signs of emergency situations and respond with proper
action.
PERFORMANCE STANDARDS
Customer Satisfaction
Our customers are what we are about. One of the keys to a positive guest
experience is positive interaction with Crescent staff. It is essential that you
always remain professional, and that you treat all guests and associates with
courtesy and respect, under all circumstances. Every Crescent associate is a
guest relations ambassador, every working minute of every day.
Work Habits
To maintain a positive guest and associate experience, your work habits should
always meet and strive to exceed hotel standards for work procedures, dress,
grooming, punctuality, and attendance. You should be adaptable to change in
your work area and in hotel procedures with a willingness to learn new skills
and/or improve existing ones, can solve routine problems that occur on the job
and ask for help whenever you are not sure how to do something.
Safety & Security
The safety and security of our guests and associates is of utmost importance to
Crescent. Every Crescent associate should adhere to the hotel security policies
and procedures, particularly regarding key controls, lifting heavy objects, using
chemicals, and effectively reporting safety hazards and safety concerns.
Note
This description excludes non-essential and marginal functions of the position
that are incidental to the performance of the fundamental job duties.
Furthermore, the specific examples in each section are not intended to be allinclusive. Rather, they represent the typical elements and criteria considered
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Source: Crescent Hotels & Resorts
Join the Source Hotel!
If you're passionate about elevating member or guest experience and hold the required qualifications, we want to hear from you!.
Your Role
We are currently seeking a Front Desk Manager to join and contribute to the success of the Source Hotel by creating positive experiences for every guest who visits the hotel by being welcoming, friendly, attentive, and supporting service staff during each dining engagement for excellent service.
Job Overview
Provide guidance and leadership to the Front Desk, ensuring
consistent compliance with hotel policies, and quality guest service. Indirectly
offers supervision for the entire hotel as well as making policies and developing
plans for carrying out work programs.
Reports To
General Manager
Essential Job Functions
- Implement and manage hotel's daily quality process including goal
standards of product and performance, service recovery and problem
resolution. Disseminate feedback from comment cards, guest satisfaction
and service failure measurements and coach accordingly.
- Interview, hire, train, recommend performance evaluations, resolve
and/or termination when appropriate.
- Communicate both verbally and in writing to provide clear direction to
- Observe performance and encourage improvement. Monitor hotel
review cost and inventory controls.
- Field guest complaints, conducting thorough research to develop the
correspondence to guests. Listen and extend assistance to resolve
problems such as price conflicts, insufficient heating or air conditioning,
etc. Remain calm and alert especially during emergency situations and
heavy hotel activity. Plan and implement detailed steps or problem
resolution by using experienced judgment and discretion.
- Supervise the budgeting, forecasting, training, motivating, and staffing of
Concierge, Guest Services, and Transportation Services.
- Plan, organize, chair, attend and/or participate in various hotel meetings
Meetings, Quality Teams Meetings, etc.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job-related duties as assigned.
Must have the ability to communicate in English. Self-starting personality with an even
disposition. Always maintain a professional appearance and manner. Can
communicate well with guests. Must be willing to "pitch-in" and help co- workers with
their job duties and be a team player. Requires the exercise of considerable managerial
skill as position involves frequent decisions, meeting of deadlines, negotiations of
contracts of vendors, analytical ability and the planning, organization development and
coordination of large-scale work projects. Ability to effectively deal with internal and
external customers, some of whom will require high levels of patience, tact, and
diplomacy to defuse anger and collect accurate information and resolve conflicts.
Complex mathematical skills and considerable skills in the use of a calculator to prepare
complex mathematical calculations without error, i.e. budgets, forecasting. Ability to be
mobile for significant distances between and within buildings on the property. Ability to
observe performance and detect signs of emergency situations and respond with proper
action.
PERFORMANCE STANDARDS
Customer Satisfaction
Our customers are what we are about. One of the keys to a positive guest
experience is positive interaction with Crescent staff. It is essential that you
always remain professional, and that you treat all guests and associates with
courtesy and respect, under all circumstances. Every Crescent associate is a
guest relations ambassador, every working minute of every day.
Work Habits
To maintain a positive guest and associate experience, your work habits should
always meet and strive to exceed hotel standards for work procedures, dress,
grooming, punctuality, and attendance. You should be adaptable to change in
your work area and in hotel procedures with a willingness to learn new skills
and/or improve existing ones, can solve routine problems that occur on the job
and ask for help whenever you are not sure how to do something.
Safety & Security
The safety and security of our guests and associates is of utmost importance to
Crescent. Every Crescent associate should adhere to the hotel security policies
and procedures, particularly regarding key controls, lifting heavy objects, using
chemicals, and effectively reporting safety hazards and safety concerns.
Note
This description excludes non-essential and marginal functions of the position
that are incidental to the performance of the fundamental job duties.
Furthermore, the specific examples in each section are not intended to be allinclusive. Rather, they represent the typical elements and criteria considered
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Source: Crescent Hotels & Resorts