Property Description:
Sheraton Philadelphia University City Hotel is a premier hotel located in the vibrant University City neighborhood of Philadelphia, Pennsylvania, offering an exciting and dynamic work environment. As a job applicant, joining the team at Sheraton Philadelphia University City Hotel means being part of a renowned Marriott brand known for its contemporary style, exceptional service, and prime location near prestigious universities and cultural attractions. The hotel offers a range of employment opportunities, from guest services to food and beverage, providing a diverse and enriching career path. Sheraton Philadelphia University City Hotel is committed to creating a guest-centric work culture that values teamwork, innovation, and outstanding guest experiences. Employees can expect to work in a bustling and diverse environment, where they can showcase their skills, grow their career, and be part of a team that delivers exceptional service to guests from all over the world. Joining the team at Sheraton Philadelphia University City Hotel presents a unique opportunity to be part of a dynamic hotel that is at the heart of Philadelphia's vibrant hospitality scene.
Overview:
Job Description
This job description provides a basic guideline of the duties, responsibilities and requirements of this position. The frequency codes assigned in the job description are: Rarely (less than 1%); Occasionally (between 1% and 33%); Frequently (between 34% and 65%); and Constantly (between 66% and 100%).
SUMMARY
The Director of Front Office must demonstrate a commitment to customer service by soliciting and responding promptly to guest needs. Ensure Front Office staff including new hires, are trained to meet standards of each component. Empower department staff to deliver exceptional customer service. Meeting or exceeding budgeted profit and margin of the department. Prepare annual departmental budget that accurately reflects the hotel's operations plan. Manage human resources functions including recruiting, selection, orientation, training, performance reviews, pay and recognition programs to maintain a skilled and motivated workforce.
QUALIFICATIONS
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College level reasoning, math, and language skills.
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Two years prior departmental management experience in front office or related disciplines.
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Time management and negotiation skills.
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Ability to manage and lead each discipline of the department independently.
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Ability to manage according to employment and Innkeeper laws of the jurisdiction.
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Prior cash handling experience necessary.
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Ability to communicate effectively with the public and other employees.
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Read, write and speak English fluently.
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Computer experience required.
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No employee will pose a direct threat to the health/safety of self or others.
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Required statistical and competitive analysis.
PERFORMANCE STANDARDS
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CUSTOMER SERVICE: Deliver the best service, quality and value to every customer, every time. Maintain customer satisfaction as the driving philosophy of the hotel. Personally demonstrate a commitment to customer service by soliciting and responding promptly to guest needs. Commit to satisfying every guest. Ensure Front Office and Reservations staff, including all new hires, are trained to meet standards of each component. Empower department staff to deliver customer service by encouraging and rewarding responsive guest assistance.
- FINANCIAL: Meet or exceed budgeted profit and margin of the department. Prepare annual departmental budget that accurately reflects the hotel’s operations plan. Anticipate revenue/cost problems and manage the timing of discretionary expenditures. Analyze financial and operating information on an ongoing basis in order to achieve budgeted labor and other cost standards. Ensure department staff is trained in financial/control procedures as outlined by Internal Audit, and that these procedures are regularly followed. Impact cash flow by effective management of accounts receivable and accounts payable at the departmental level. Accurately prepare and distribute short-term and long-term forecasts, including daily 3-day forecast and weekly 10-day forecast.
- PEOPLE: Manage people according to Davidson’s values. Manage human resources functions including recruiting, selection, orientation, training, performance reviews, pay and recognition programs to maintain a skilled and motivated workforce. Maintain a positive, cooperative work environment between staff and management. Emphasize training and development as a way of doing business in order to empower employees to successfully perform their jobs. Help to develop management talent by acting as a mentor for direct reports. Resolve employee grievances fairly and timely. Ensure employees fully understand performance standards, review process, and reward successes. Manage safety program to protect guests and employees and which meets OSHA requirements. Use ongoing safety plan to minimize workers’ compensation claims.
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QUALITY: Maintain physical product standards by routinely inspecting department to ensure that equipment is in proper working condition and supplies are stocked at proper levels. Have acceptable
property quality audits for assigned areas and implement action plans to correct deficiencies. Manage
security procedures such as key control. Test call results within acceptable quality levels.
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MANAGING THE BUSINESS: Analyze the hotel’s demand segments, sources of business for each, and manages pricing and rooms inventory to maximize revenues and profits. Know the principle competition for each segment and leverage hotel’s relative strengths against each. Identify and effectively react to major revenue opportunities on an ongoing basis. Accurately forecast revenues and profit potential from accounts and groups within acceptable variance levels. Meet or exceed sales goals for group bookings, new leads, contacts and number of weekly sales calls. Maintain effective involvement with key community organizations. Demonstrate effective sales skills to obtain maximum meeting room occupancy.
ESSENTIAL FUNCTIONS
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Constantly. Answer calls and questions regarding hotel facilities and rates.
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Constantly. Enter group contracts and communicate group information to the front desk.
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Constantly. Assure property operation meets internal audit standards.
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Constantly. Coordinate guest and group transportation needs.
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Constantly. Demonstrate positive leadership characteristics, which inspire employees to meet and exceed standards.
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Constantly. Maintain work area neat and organized.
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Constantly. Organize reservations activities and filing system.
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Constantly. Regulate rate and inventory availability.
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Constantly. Monitor payroll hours and reports.
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Constantly. Promote employee empowerment.
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Constantly. Report all unsafe conditions immediately.
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Constantly. Select, train, supervise, schedule, develop, discipline, and counsel employees according to Davidson policies and procedures.
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Frequently. Attend meetings as well as schedules and conducts departmental meetings.
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Frequently. Correspond in writing with guests.
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Frequently. Follow through on all changes submitted by Sales Department.
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Frequently. Perform in the capacity of any position supervised.
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Frequently. Perform simple analyses of room night, rate, and revenue statistics. Generate reports on demand.
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Frequently. Provide proper departments with rate and inventory information.
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Frequently. Complete other duties as assigned by supervisor to include cross training.
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Frequently. Complete reports and paperwork (i.e., forecasts, annual budgets, action plans, etc.)
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Frequently. Coordinate all VIP transportation to and from the hotel.
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Frequently. Coordinate delivery of amenities.
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Frequently. Coordinate the arrival and departure of all tour and organized groups.
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Frequently. Oversee pick-up and delivery of all hotel dry cleaning.
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Occasionally. Conduct performance appraisals.
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Occasionally. Prepare three-day and ten-day forecast to reflect budgeted occupancy levels and distribute to all departments.
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SITTING: Occasionally. Variety of office desks and tables.
- STANDING/WALKING: Constantly. At the front desk on tile or carpet.
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CROUCHING (BEND AT KNEES): Frequently. When getting supplies from cabinets, picking up luggage, boxes, etc.
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KNEELING/CRAWLING: Rarely.
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STOOPING (BEND AT WAIST): Frequently. Must bend while loading and unloading vehicles, reach into lower file cabinets.
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TWISTING (KNEES/WAIST/NECK): Frequently. Ability to twist head, neck and torso for conversing at meetings or for reaching for items at and around desk.
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CLIMBING: Occasionally. Climbing stairs, curbs and steps.
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BALANCING: Frequently. Carrying items.
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LEG/FOOT USE: Rarely.
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REACHING (OVERHEAD/EXTENSION): Occasionally. Reach for papers, operational supplies up to 25 lbs. From upper shelves.
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HANDLING/GRASPING: Frequently. Handling luggage, boxes, doorknobs.
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FINGERING/FEELING: Rarely.
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PUSHING/PULLING: Rarely. Average weight: 25 lbs.; maximum weight: 50 lbs.
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LIFTING/CARRYING: Occasionally. Average weight: 5 lbs.; maximum weight: 50 lbs.
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OTHER PHYSICAL DEMANDS: Rarely.
USE OF SENSES
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TALKING IN PERSON: Constantly. With guests, public and other employees.
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TALKING ON TELEPHONE: Constantly. With guests, public and other employees.
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OTHER SPEECH REQUIREMENTS: Occasionally. Using 2-way radios and pagers.
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HEARING IN PERSON: Constantly. With guests, public and other employees.
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HEARING ON TELEPHONE: Constantly. With guests, public and other employees.
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OTHER HEARING REQUIREMENTS: Occasionally. Using 2-way radios and pagers.
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NEAR VISION: Constantly. Corrected to 20/40 for paperwork and computer work.
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FAR VISION: Constantly. Corrected to 20/40.
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DEPTH PERCEPTION: Rarely.
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COLOR VISION: Rarely.
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FULL FIELD VISION: Rarely.
- SMELL: Occasionally. Detect potential hazards and odors.
