Assistant Front Office Manager

Hilton - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

101-250 employees

Accommodation

About the position

The Assistant Front Office Manager at Hilton Philadelphia at Penn's Landing is responsible for overseeing all aspects of front desk operations during assigned shifts. This role involves managing staff schedules, ensuring proper training, addressing guest complaints, and maintaining high standards of service and guest satisfaction. The position requires effective communication and collaboration with various departments to achieve departmental goals and enhance the overall guest experience.

Responsibilities

• Manage all aspects of front desk operations for assigned shift.
• Schedule employees to ensure proper coverage.
• Monitor performance and recommend/initiate corrective and/or disciplinary action as needed.
• Alert management of potentially serious issues.
• Ensure all staff is properly trained and equipped to perform their job functions.
• Ensure guests receive prompt, professional attention and are greeted upon arrival.
• Respond appropriately to guest complaints and implement service recovery gestures.
• Communicate special needs or requests to staff and follow up on execution.
• Assist in achieving departmental guest satisfaction, revenue, and profit goals.
• Manage labor costs and expenses within budget.
• Assist in managing hotel revenue generation and maximization.
• Ensure security procedures for financial transactions and guest security are followed.
• Conduct routine inspections of the front office and public areas to maintain appearance standards.
• Train staff on PBX procedures for emergency situations.
• Promote teamwork and quality service through daily communication with other departments.

Requirements

• Bachelor's degree in Hotel Management, Business Administration, or related field preferred.
• One or more years of front office/guest services experience including supervisory experience.
• Fluent in English; other languages preferred.
• Basic math skills including budgeting and profit/loss concepts.

Nice-to-haves

• Experience in a large, full-service hotel environment.
• Knowledge of hotel management systems and processes.

Benefits

• Health insurance
• Paid time off
• Retirement plan
• On-site wellness programs
• Local discounts
• Employee rates on hotel stays