Loews Hotels Employment Opportunity
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Director of Front Office
Loews Philadelphia Hotel
US - PA - Philadelphia

Position Summary:

  • Works with Front Desk, Star Service, VIP, Guest Service and Valet leadership to ensure highest level of service, efficient operations and compliance with all Loews Standards.
  • Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.
  • Monitors, reconciles and communicates accurate occupancy information to all hotel departments
  • Supervises all Front Office Manager, Assistant Front Office Managers, Guest Service Manager, VIP Manager, Star Service Manager – and offers guidance and support to entire supervisory and line team.
  • Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately
  • Monitors Service scores and praises or holds department managers accountable for performance
  • Monitors and manages labor in all areas
  • Works closely with Valet Account Manager and District Manager to ensure operations are meeting Loews expectations
  • Mentors and develops Managers and Supervisors and helps them identify career paths
  • Works closely with other department heads for any needs in any of the Front Office areas
  • Supervises new-hire and continuing training in all listed areas
  • Monitors and ensures adherence to all Loews Hotels Star Service Standards
  • Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in- room movies, video checkout, electronic data capture, and PMS interface control
  • Works with Reservation Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goals
  • Ensures Walked guests are followed up on
  • Monitors through the Front Office Manager, cashier accuracy and over and short data, taking action and providing additional training as necessary.
  • Prints Potential Room Revenue Report for all in-house guests to ensure accuracy of rates prior to system posting of room and tax and to check statistical (market segment) coding
  • Ensures Credit Limit report is monitored on a daily basis, ensuring timely payment on accounts
  • Sign adjustment vouchers at close of shift with a goal of reducing the overall amount of revenue adjustments.
  • Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns.
  • Interacts frequently with guests to ensure total satisfaction with hotel services.
  • Recruits and interviews all Front Desk, Guest Service, VIP and Star Service employees.
  • Oversees training of all Front Office area employees
  • Evaluates individual Manager performance, determining improvement and training needs and advancement requirements.


Required Skills & Experience:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation:

  • Min 4 years hotel operations management experience as a Division Head.
  • Extensive knowledge of all hotel departments
  • Excellent communication skills – oral and written
  • Excellent guest service skills
  • Knowledge of computer programs utilized in property management
  • Able to work a flexible schedule, including weekends and holidays

Company Description

Loews Hotels, Inc. was founded in 1946 and continues to own and operate hotels and resorts in the United States and Canada. Headquartered in New York City, hotel destinations include Annapolis, Atlanta, Boston, Chicago, Hollywood, Miami Beach, Minneapolis, Montreal, Nashville, New Orleans, New York, Orlando, Philadelphia, San Diego, Santa Monica, Seattle, St. Pete Beach, Tucson and Washington, D.C. Loews Hotels, Inc. operates as a subsidiary of Loews Corporation (NYSE: L).

We stay relevant to changing times and places; to provide an experience that is authentically local and genuinely delivered, all so our guests can relax, explore, and flourish.

We are a dedicated team focused on allowing our guests to flourish when they are with us. From our most senior of management, to our newest team members, we are all forged of the same hospitality DNA. That defining characteristic is a willingness and commitment to offer comfort, care, and everything we in us to all who come through our doors. We invest in training and development opportunities for all team members so they may grow and develop as individuals. We embrace diversity at our core and offer the opportunity for all team members to reach their potential as professionals. We promote social responsibility by being a good neighbor in the communities in which we reside. At Loews Hotels, we seek to create a dynamic culture that makes work interesting, challenging, fulfilling and fun.

Loews Hotels and Resorts is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Must the Applicants Supply Their own Work Permit?

Accommodation Provided?

Mailing Address:
1200 Market Street
Philadelphia, PA, US

Position Categories:
Operations Manager