Sonesta International Hotels
Sonesta ES Suites Orlando is looking for a Front Desk Supervisor (FDS). The FDS leads the front desk team with focus on training, supervision, and scheduling, and provides support to the Operations Manager with accounting and human resources functions of the Front Office. The FDS serves as the lead point person for Front Desk technology systems and in-house guest marketing initiatives and represents the hotel in the absence of the General Manager and Operations Manager. The role may also function as a Guest Service Agent.
Responsibilities
Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
Ensure all staff is properly trained on front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure staff has the supplies needed to perform their job functions.
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
Supervise the security of cash, credit card transactions, and guest information.
Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with Opera (PMS) and Synxis to maximize revenue through occupancy and rate adjustments based on market conditions.
Establish effective Front Desk communication and information systems through logs, department meetings, and one-on-one interaction with the staff.
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns promptly and professionally.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Register guests, issue room keys, provide information on hotel services and room location. Answer phones promptly and courteously.
Supervise the accurate processing of all cash and credit card transactions in accordance with established procedures, including posting charges, completing cashier and other reports, preparing deposits, and securing cash banks.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Regularly sell hotel rooms through direct client contact.
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.
Qualifications and Requirements
High School diploma or equivalent required.
Two years of previous hotel experience required.
Previous background in the extended stay industry preferred.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem solving, reasoning, motivating, organizational and training abilities preferred.
ServSafe certification required; may be required to obtain a TIPS certification.
Experience with Microsoft Office and Opera systems required.
Valid driver’s license required.
Frequently standing, bending, climbing, kneeling, and moving about the facility; able to carry, lift, or pull items weighing up to 50 pounds.
Will be required to work mornings, evenings, weekends, and 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
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.
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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Responsibilities
Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
Ensure all staff is properly trained on front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure staff has the supplies needed to perform their job functions.
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
Supervise the security of cash, credit card transactions, and guest information.
Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with Opera (PMS) and Synxis to maximize revenue through occupancy and rate adjustments based on market conditions.
Establish effective Front Desk communication and information systems through logs, department meetings, and one-on-one interaction with the staff.
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns promptly and professionally.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Register guests, issue room keys, provide information on hotel services and room location. Answer phones promptly and courteously.
Supervise the accurate processing of all cash and credit card transactions in accordance with established procedures, including posting charges, completing cashier and other reports, preparing deposits, and securing cash banks.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Regularly sell hotel rooms through direct client contact.
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.
Qualifications and Requirements
High School diploma or equivalent required.
Two years of previous hotel experience required.
Previous background in the extended stay industry preferred.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem solving, reasoning, motivating, organizational and training abilities preferred.
ServSafe certification required; may be required to obtain a TIPS certification.
Experience with Microsoft Office and Opera systems required.
Valid driver’s license required.
Frequently standing, bending, climbing, kneeling, and moving about the facility; able to carry, lift, or pull items weighing up to 50 pounds.
Will be required to work mornings, evenings, weekends, and 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
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.
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