Director of Welcome Office (Front Office) - W Philadelphia
Company: W Hotels
Posted on: February 16, 2020
Posting Date Feb 07, 2020
Job Number 20019100
Job Category Rooms and Guest Services Operations
Location W Philadelphia, 441 Chestnut Street, Philadelphia,
Pennsylvania, United States
Brand W Hotels
Position Type Management
Start Your Journey With Us Boldly coloring outside the lines of
luxury, W turns the traditional notion of the extravagant hotel on
its head. Our irreverent attitude and taste for excess redefine
revelry for the modern jet set. Our guests have a lust for a life
less ordinary that drives them to demand more, experience it all,
and hit repeat.
We share our guests passions, providing insider access to whats new
and whats next. Moderation is not in our vocabulary and we know
that lust for life demands more, not less. W guests soak it in and
live each day with a mantra: Detox.Retox.Repeat. If youre ready to
create the energetic W scene that is magnetic to everyday
disruptors around the world, then we invite you to explore a career
with W Hotels.
Responsible for all front office functions and staff as well as
security staff functions. Areas of responsibility include Bell
Staff, Switchboard Operations, Guest Services/Front Desk,
Retail/Gift Shop, Concierge, Valets, and Security, as applicable.
As a department head, directs and works with managers and employees
to successfully execute all front office operations, including
guest arrival and departure procedures. Works to establish a safe
and secure environment for all guests and associates. Strives to
continually improve guest and employee satisfaction and maximize
the financial performance of the department.
CANDIDATE PROFILE Education and Experience High school diploma or
GED; 6 years experience in the guest services, front desk, or
related professional area.OR 2-year degree from an accredited
university in Hotel and Restaurant Management, Hospitality,
Business Administration or related major; 4 years experience in the
guest services, front desk, or related professional area.
CORE WORK ACTIVITIESLeading Front Desk, Guest Services, and
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 builds mutual trust, respect, and cooperation among
team members. Serves as a role model to demonstrate appropriate
behaviors. Supervises and manages employees. Manages all day-to-day
operations. Understands employee positions well enough to perform
duties in employees' absence. Establishes and maintains open,
collaborative relationships with employees and ensures employees do
the same within the team. Ensures recognition of employees is
taking place across areas of responsibility. Communicates
performance expectations in accordance with job descriptions for
each position and monitors progress. Celebrates successes and
publicly recognizes the contributions of team members.
Managing Guest Services and Front Desk Teams
Achieves and exceeds goals including performance goals, budget
goals, team goals, etc. Manages day-to-day operations, ensuring the
quality, standards and meeting the expectations of the customers on
a daily basis. Develops specific goals and plans to prioritize,
organize, and accomplish work. Keeps Front Office team focused on
the critical components of operations to drive guest satisfaction
and the desired financial results. Conducts department meetings and
continually communicates a clear and consistent message regarding
department goals to produce desired results. Supervises and
coordinates all activities for luggage attendants, garage valets,
door attendants, and concierge. Reviews staffing levels to ensure
that guest service, operational needs and financial objectives are
met. Understands the impact of Front Office operations on the Rooms
area and overall property financial goals. Manages department
controllable expenses to achieve or exceed budgeted goals. Provide
recommendations and reports for capital expenditures, repairs and
maintenance programs for all front office areas. Handle guest
complaints and verify that all guest issues are resolved.
Managing Security Team
Protects property and provides a safe environment for guests and
staff. Oversees all on-duty security personnel, including
dispatcher. Supervises and coordinates job assignments and verifies
that each officer is briefed on the days activities. Complies
information and files written security reports.
Managing Projects and Policies
Verifies compliance with all Front Office policies, standards and
procedures. Verifies property policies are administered fairly and
consistently, disciplinary procedures and documentation are
completed according to Standard and Local Operating Procedures
(SOPs and LSOPs) and support the Peer Review Process.
Providing Exceptional Customer Service
Provides services that are above and beyond for customer
satisfaction and retention. Coordinates activities with other hotel
departments in order to facilitate incrased levels of communication
and guest satisfaction. Improves service by communicating and
assisting individuals to understand guest needs, providing
guidance, feedback, and individual coaching when needed. Supervises
and managing employees. Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in
employees' absence. Acts as the Service Champion for the Front
Office and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent
customer service, and creates a positive atmosphere for guest
relations. Strives to improve service performance. Empowers
employees to provide excellent customer service. Verifies that all
Front Office areas have an atmosphere that is conducive to the
overall guest experience. Reviews comment cards, guest satisfaction
results and other data to identify areas of improvement. Responds
to and handles guest problems and complaints. Observes service
behaviors of employees and provides feedback to individuals and/or
Managing and Conducting Human Resource Activities
Identifies the developmental needs of others and coaching,
mentoring, or otherwise helping others to improve their knowledge
or skills. Provides guidance and direction to subordinates,
including setting performance standards and monitoring performance.
Establishes challenging, realistic and obtainable goals to guide
operation and performance. Solicits employee feedback, utilizes an
open door policy, and reviews employee satisfaction results to
identify and address employee problems or concerns. Verifies
employees are treated fairly and equitably. Manages employee
progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report
managers. Interviews and hires managers and hourly employee team
members with the appropriate skills and in a timely manner to meet
the business needs of the operation.
Provides information to supervisors, co-workers, and subordinates
by telephone, in written form, e-mail, or in person. Analyzes
information and evaluating results to choose the best solution and
solve problems. Informs and/or updates the executives, the peers
and the subordinates on relevant information in a timely manner.
Identifies and analyzes departmental operational challenges and
facilitates the development of solutions to prevent
re-occurrence.Marriott International is an equal opportunity
employer committed to hiring a diverse workforce and sustaining an
inclusive culture. Marriott International does not discriminate on
the basis of disability, veteran status or any other basis
protected under federal, state or local laws.
Keywords: W Hotels, Philadelphia , Director of Welcome Office (Front Office) - W Philadelphia, Administration, Clerical , Philadelphia, Pennsylvania
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