Gulph Creek Hotels · 2 weeks ago
Front Office Manager
Newtown Square, PA, US
Full-time
Onsite
Mid Level
$20/hr - $21/hrGulph Creek Hotels is seeking a Front Office Manager for the Hilton Garden Inn in Newtown Square, PA. This role involves supervising the front desk team, ensuring excellent guest satisfaction, and managing hotel operations effectively.
HospitalityHotel
Responsibilities
Ensures Outstanding customer care at all times
Maintains a friendly, professional, cheerful and courteous demeanor at all times
Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue
Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service
Trains and directs the work flow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation
Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
Adheres to company credit limit policies
Allocates rooms to expected arrivals after checking the guests preferences and special requests
Builds strong relationships and coordinates with all other department's especially housekeeping, reservations etc
Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
Cross checks all billing instructions are correctly updated
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by casino/hotel policies and procedures
Participates in setting yield management strategies, marketing programs and rates
Performs other duties as assigned, requested or deemed necessary by management
Ensures Front desk log book and hotel log book is always updated and acted upon
Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
Participates in hotel committees and task force assignments
Assists all departments in servicing the guests especially during high volume periods
Takes responsibility in the absence of the Hotel General Manager
Produces hotel front desk schedules
Participates in the budget and forecast reporting
Ensures time and attendance policies and payroll are accurately reflected
Attends meetings as required
Ensures front desk supplies are stocked and computer equipment functioning properly
Oversees the business center and ensures the area is clean and guest ready at all times
Qualification
Required
Open availability including weekends and holidays
Supervises front desk team members to ensure efficient and smooth operations
Responds in a professional and courteous manner to arriving, departing and in-house guests
Provides accurate and timely information and services to guests
Provides technical support to front desk and housekeeping and maintenance staff
Acts as a role model, sharing expertise and knowledge with front desk associates
Ensures hotel charges are processed diligently to guest's accounts
Monitors Night Audit function to ensure hotel ledgers are balanced
Ensures guest satisfaction when complaints arise
Ensures outstanding customer care at all times
Maintains a friendly, professional, cheerful and courteous demeanor
Accurately answers inquiries from potential guests and accepts hotel reservations
Consistently resolves guest problems and complaints efficiently
Responds to telephone and in-person inquiries regarding reservations and guest concerns
Uses suggestive selling techniques to sell room nights and increase occupancy
Supervises daily shift process ensuring adherence to standard operating procedures
Trains and directs the workflow and processes of the front desk
Resolves customer issues and maintains a high level of customer satisfaction
Adheres to company credit limit policies
Allocates rooms to expected arrivals based on guest preferences
Builds strong relationships and coordinates with other departments
Ensures phone calls, wake up calls and messages for guests are handled professionally
Cross checks all billing instructions are correctly updated
Controls cash transactions at the front desk
Participates in setting yield management strategies and marketing programs
Ensures front desk log book and hotel log book is updated
Ensures safety by following guest check in and security procedures
Participates in hotel committees and task force assignments
Assists all departments in servicing guests during high volume periods
Takes responsibility in the absence of the Hotel General Manager
Produces hotel front desk schedules
Participates in budget and forecast reporting
Ensures time and attendance policies and payroll are accurately reflected
Attends meetings as required
Ensures front desk supplies are stocked and computer equipment is functioning properly
Oversees the business center and ensures it is clean and guest ready
Company
Gulph Creek Hotels
Gulph Creek Hotels is a leading mid-atlantic hotel development and management company.
Founded in 1995
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Aditya (Addy) Maini
Chief Operating Officer
Recent News
The Morning Call
2025-12-28
Philadelphia Business Journal
2025-03-26
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