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Property Name
Sheraton Suites Wilmington Downtown
Job Title
Front Office Manager
Work Permit
Applicants who do not already have legal permission to work in the United States will not be considered.
Management Position
Bonus Pay
422 Deleware Ave
Wilmington, DE, US
Position Categories
Rooms - Front Office/Guest Services

Corporate Overview

The Procaccianti Group (TPG) currently owns and/or operates 64 hotels in 24 states and employs approximately 8,000+ people from coast to coast with 120 professionals based at the corporate headquarters in Rhode Island.

TPG is seeking energetic, service-oriented individuals to participate in the strong growth that we are experiencing. With 50 years of real estate and hospitality management, our available positions are as diverse as our business ventures. TPG offers a wide variety of managerial and entry level positions with a competitive/attractive salary, 401k & benefits.

Job Description

Job Description

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

  • The Front Office Manager manages staff and day-to-day front desk, PBX, bell stand, concierge and transportation operations.

  • The Front Office Manager manages responsibilities in alignment with senior management, Company policies and procedures, brand standards and local, state and national regulations.

  • Responsible for quality service, meeting/exceeding financial and service goals, and managing within approved plans and objectives.

  • Contributes to and recommends budget, capital expenditures, inventory controls, sales and business plans, and short/long term planning.

  • Reports, investigates and resolves violations to internal controls, policies, procedures, standards and regulations.

  • This position directly manages assigned staff and indirectly manages all subordinates.

  • Articulates Company goals to the staff. Demonstrates commitment to these goals through work ethic, integrity and respect for the Company and associates.

  • Unites associates in a common commitment to achieve and exceed these goals.

  • Works closely with management throughout the hotel and the Company.

  • Impresses guests with quality and timely service in a pleasant and friendly manner.

Job Requirements

  • Participates in the selection of front office personnel. Schedules the front office staff. Supervises workload during shifts. Evaluates the job performance if each front office employee. Maintains working relationships and communicates with all departments. Maintains master key control. Verifies that accurate room status information is maintained and properly communicated. Resolves guest problems quickly, efficiently, and courteously.

  • Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. Reviews and completes credit limit report. Works within the allocated budget for the front office. Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.

  • Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies. Conducts regularly scheduled meetings of front office personnel. Wears the proper uniform at all times.

  • Requires all front office employees to wear proper uniforms at all times. Upholds the hotel's commitment to hospitality. Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Monitor high balance guest and take appropriate action. Ensure implementation of all hotel policies and house rules. Setup training, cross – train, and continue to retrain all front office personnel.

  • Operate all aspects of front office computer system, (light speed, galaxy, and safe lock for keys). Prepare revenue and occupancy forecasting. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

  • Ensure employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees. Monitor all VIP's special guests and requests. Maintain required pars of all front office and stationary supplies.

  • Review daily front office work and activity reports generated by Night Audit. Review Front office log book and Guest feedback forms on a daily basis. Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs and prepare 10 days forecast.

Perform other duties as requested by management.

Education and Experience

  • Minimum bachelor but will accept two-year college degree with extensive experience. Must have three or more years of hotel front desk supervisory experience, handling cash, accounting procedures, and general administrative tasks. Familiarity with hospitality industry practices preferred, plus knowledge in hospitality management, business or related major.

Skills and Abilities

  • Possess knowledge of front office services, hospitality, business and basic accounting principles and practices. Possess organizational skills that result in accurate, timely and thorough work. Ability to effectively and efficiently manage daily operations and resolve operational problems.

  • Ability to appropriately interview, hire, schedule, motivate, train, monitor and address staff performance. Possess strong listening, verbal and written communication skills with professionalism, diplomacy and confidentiality. Display consistent professional leadership while simultaneously handling competing and changing priorities and projects. Remain positive, resourceful and possess the ability to improvise while working in a fast-paced environment, sometimes under pressure.

  • Ability to compile facts and figures and analyze information which involves data manipulation or interpretation to arrive at logical conclusions. Ability to anticipate and identify issues and exercise initiative to investigate, interpret and reach logical conclusions and make sound business decisions.

  • Knowledge of and ability to operate a computer, calculator, phone and other office equipment. Must satisfy and comply with the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

  • Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The work involves some exposure to extreme temperatures, chemicals, dirt, fumes, smoke, unpleasant odors, and/or loud noises. The exposure to hazards or physical risks requires following basic safety precautions and use of applicable protective equipment. The job requires close vision with or without corrective lenses. This position is required to operate a motor vehicle.


Job Requirements