Sonesta International Hotels
Job Description Summary
Manage the activities of the Assistant Front Office Manager, Guest Service Agents and Bell Staff ensuring that guests receive prompt, professional attention and personal recognition. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements; all brand standards; desk merchandising; and other local policies and procedures.
Duties and Responsibilities
Manage all aspects bell services including door and luggage services, as well as front desk operations for assigned shift. Schedule employees to ensure proper coverage.
Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures.
Ensure all staff is properly trained in service expectations, hotel facilities and services, local directions, safety procedures, etc.
Ensure guests receive prompt, professional service and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures.
Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget.
Establish and maintain procedures for securing, tagging, and storing guest luggage in an orderly manner. Establish and implement luggage-handling procedures for tour arrivals and departures.
Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance reflects highly on the hotel, brand, and Company. Correct any deficiencies.
Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
Promote teamwork and quality service through daily communication and coordination with other departments.
Interact with outside contacts: Guests, Regulatory agencies, Other contacts as needed.
May serve as “manager on duty” as required.
Perform other duties as assigned including assisting staff with their job functions during peak periods.
Accountability This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests.
Qualifications and Requirements
Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years of front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.
Must speak fluent English. Other languages preferred.
Frequently standing up behind the desk and front office areas.
Use a keyboard to operate various property management and reservations systems, etc.
Carrying, pushing, or lifting items weighing up to 100 pounds.
Communication skills are utilized a significant amount of time when interacting with others.
Reading and writing abilities are utilized often when completing paperwork and management reports.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
Problem solving, reasoning, motivating, organizational and training abilities are used often.
May be required to work nights, weekends, and/or holidays.
Benefits
Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company Paid Life Insurance
Company Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident Insurance
Equal Employment Opportunity Statement Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Application Instructions Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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Duties and Responsibilities
Manage all aspects bell services including door and luggage services, as well as front desk operations for assigned shift. Schedule employees to ensure proper coverage.
Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures.
Ensure all staff is properly trained in service expectations, hotel facilities and services, local directions, safety procedures, etc.
Ensure guests receive prompt, professional service and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures.
Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget.
Establish and maintain procedures for securing, tagging, and storing guest luggage in an orderly manner. Establish and implement luggage-handling procedures for tour arrivals and departures.
Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance reflects highly on the hotel, brand, and Company. Correct any deficiencies.
Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
Promote teamwork and quality service through daily communication and coordination with other departments.
Interact with outside contacts: Guests, Regulatory agencies, Other contacts as needed.
May serve as “manager on duty” as required.
Perform other duties as assigned including assisting staff with their job functions during peak periods.
Accountability This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests.
Qualifications and Requirements
Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years of front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.
Must speak fluent English. Other languages preferred.
Frequently standing up behind the desk and front office areas.
Use a keyboard to operate various property management and reservations systems, etc.
Carrying, pushing, or lifting items weighing up to 100 pounds.
Communication skills are utilized a significant amount of time when interacting with others.
Reading and writing abilities are utilized often when completing paperwork and management reports.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
Problem solving, reasoning, motivating, organizational and training abilities are used often.
May be required to work nights, weekends, and/or holidays.
Benefits
Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company Paid Life Insurance
Company Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident Insurance
Equal Employment Opportunity Statement Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Application Instructions Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
#J-18808-Ljbffr