Front Office Manager

Marriott International is a world-renowned hospitality company recognized for its commitment to excellence and exceptional guest experiences. With a rich portfolio of brands including W Hotels, Marriott is dedicated to welcoming individuals from diverse backgrounds and providing equal opportunity employment. The company fosters a culture where creativity and innovation thrive, supporting associates to grow and achieve their fullest potential. Marriott International values integrity, mutual respect, and teamwork, which drives its status as a global hospitality leader. Located at 1439 Chestnut St, Philadelphia, Pennsylvania, this position falls within the Rooms & Guest Services Operations category and involves full-time management responsibilities with an annual salary range of $74,000 to $98,000, plus eligibility for bonuses. Relocation assistance is available to support successful candidates in transitioning to this role.

The Front Office Manager role at W Hotels, part of the Marriott International portfolio, is integral to delivering exceptional guest service and sustaining operational excellence in a dynamic luxury hotel environment. This management position oversees all front office functions including Bell Staff, Switchboard Operations, Guest Services/Front Desk, and Retail/Gift Shop areas. The individual in this role leads the team of managers and employees to execute seamless guest arrival and departure procedures, ensuring a memorable guest experience. The position demands a strategic leader who is not only capable of managing daily operations but also committed to improving guest satisfaction and driving the financial success of the department.

The candidate is expected to demonstrate strong interpersonal and communication skills, guiding and influencing their team with integrity and professionalism. By fostering a culture of mutual respect, recognition, and high-performance standards, the manager ensures alignment with Marriott’s service excellence policies. The scope of responsibility includes maintaining and exceeding performance goals, managing budgets, staffing, and departmental expenses, and upholding compliance with hotel policies and procedures.

Customer service excellence is at the heart of this role. The Front Office Manager acts as a ‘Service Champion,’ creating a positive atmosphere for guests while empowering employees to deliver unparalleled service. They actively respond to guest feedback, resolve complaints, and continuously seek ways to enhance the service experience. Additionally, the manager is charged with human resource activities such as identifying developmental needs, coaching and mentoring staff, handling progressive discipline, and managing recruitment and performance appraisal processes.

This leadership role requires balancing operational challenges with effective problem-solving and clear communication across all levels of the hotel team. The Front Office Manager regularly conducts departmental meetings to align goals and messages and reviews guest satisfaction data for continuous improvement. Marriott International’s commitment to diversity and inclusion ensures a supportive workplace where innovation and collaboration flourish for all employees. Joining W Hotels offers a unique opportunity to be part of a global, innovative brand known for redefining luxury hospitality and delivering extraordinary guest experiences.