• Accor Hotels
  • $91,235.00 -39,610.00/year*
  • Philadelphia , PA
  • Hospitality - Lodging/Resort/Travel
  • Full-Time
  • 1103 Market St

This position, reporting to the Director of Rooms, is responsible for the overall management and departmental results of the Front Office department. Candidate will be responsible for the leadership and overall supervision of all Front Office departments to include the Front Desk, Concierge, Doormen, Belldesk, out-sourced Valet, One Touch/PBX and Night Audit. Candidate will ensure proper functioning of the each of these departments, and is responsible for the efficient operations on a daily basis. Candidate will maintain control of and oversee these areas through established systems and procedures, will ensure that the Guest Services Team is operating within the scope of the budget and well-defined management practices, and will be responsible for all matters pertaining to lodging of guests. Qualified candidate will implement and facilitate training programs, will maintain all data on future and current occupancy, so that decisions can be made to enhance the occupancy of the hotel, and will actively market and promote the hotel to insure that we have our share of the market.

Position Responsibilities:

Responsible for assisting in insuring the overall guest satisfaction, employee satisfaction and financial satisfaction of the Front Office operations.

Responsible for assisting in the hiring, interviewing, training, disciplining and coaching of the team.

Assists with controlling payroll expenses in order to maximize hotel revenue.

Ensure total guest satisfaction

Act as a liaison between guests and staff

Ensure efficient, friendly guest service upon check-in and checkout.

Oversee the processing of all charges to assure accurate guest folios.

Supervise the application of proper credit policies to ensure the accurate collection of revenue based on accurate guest folios.

Communicate with Sales, Conference Services, Accounting, Reservations and Housekeeping in order to prepare for efficient arrivals and departures.

Maintain an enthusiastic level of employee morale in order to continually improve the quality of work performance.

Develop all staff members to their next highest level.

To maintain a clean, pleasant and safe working environment.

Delegate and coordinate the work of Supervisors and staff.

Continually supervise and check the work of all Guest Service Agents, One-Touch/PBX Operators, Bellpersons, outsourced Valet Attendants, Night Auditors and Concierge Staff, as well as the Assistant Front Office Manager, and Management Trainees to ensure efficient guest service.

Conduct team member annual reviews.

Assist in preparing weekly work schedules based upon providing a high level of guest service and maintaining the payroll budget.

The manager will communicate and partner with Sales and catering managers on an individual basis to ensure preparation for group arrivals and departures.

The manager will be able to demonstrate outstanding guest service skills at all times and to be able to respond quickly and professionally to all guest requests.

Sofitel and its Ambassadors

The Sofitel brand is based on three core values guaranteed by each employee every day:

A Passion for Excellence, an Essence of Pleasure and a Spirit of Openness.

Through their actions and know-how, the Men and Women that are the creators of Sofitel's luxury, offer clients a highly personalised service. By transforming every detail into a unique moment of pure comfort and elegance, they create and nurture a relationship with their guests.

The Sofitel values are also at the heart of the communication between employees. It is the legacy received and transmitted by all those involved in the brand to guarantee the continuity of the Sofitel spirit in the hotels and headquarters.

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Associated topics: customer service manager, guidance, lead, management experience, operations manager, product support, senior, service manager, team manager, telephone

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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