Director of Front Office

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Job Description Summary

The Director of Front Office is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the Front Office administration of the business. The Director of Front Office is responsible for preparing the hotel for the day’s business. The Director of Front Office’s focus is on guest and associate satisfaction, expense control and product and service quality and will lead to their contribution to the overall goals of the hotel. Direct all aspects of the front office areas, which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Job Description Summary

The Director of Front Office is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the Front Office administration of the business. The Director of Front Office is responsible for preparing the hotel for the day’s business. The Director of Front Office’s focus is on guest and associate satisfaction, expense control and product and service quality and will lead to their contribution to the overall goals of the hotel. Direct all aspects of the front office areas, which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Job Description

DUTIES AND 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.
• Direct day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Recommend and / or initiate salary, disciplinary, or other staffing / human resources-related actions in accordance with company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Analyze guest satisfaction data, develop, and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Travel Pass enrollments, etc.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and company. Develop action plans to correct any deficiencies.
• Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Establish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency / crisis situations; develop and maintain relationships with local fire, police and emergency personnel.
• Manage the front office and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Responsible to manage all approvals, billing, and collections of hotel’s Accounts Receivables.
• Prepare month end reporting for the preparation of hotel financial reports.
• Work closely with all housekeeping and laundry functions to ensure compliance with quality and brand standards in all areas of the hotel.
• Establish, implement, and inspect that procedures to ensure all guest rooms and public areas are clean and in proper condition to meet guest expectations and brand standards.
• Ensure the proper process is in place to manage and report on department expenses.
• Work with the Director of Rooms on the identification of budget variances within the Front Desk Office.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Purchase and / or requisition for the inventory to ensure adequate minimum and maximum stocks of all materials and equipment.
• Ensure the proper process is in place to manage and report on the human resources and benefits programs within the Front Office. This includes the recruiting, onboarding, training, ongoing performance management, and offboarding of all Front Office associates.
• Ensure the proper process is in place to manage and report on the proper use, maintenance and location of all information technology hardware and software provided to the Front Office.
• Ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel. This includes the proper use of any platforms and / or programs to leverage purchasing power and the analysis of hotel spending to identify efficiencies.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Enforce hotel standards, policies, and procedures are in place within the operations departments.
• Act as “Manager on duty” as required.
• 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.

Additional Job Information / Anticipated

Pay Range

Pay range is $80,000 - $90,000 and are eligible for bonus.

The base pay offered may vary based on various factors, including but not limited to job-related knowledge, skills, and specific / overall experience.

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including :

Go Beyond @SonestaHotels

Who We Are

We are an organization made up of people, thoughts and ideas – all working towards fulfilling our simple mission : To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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. Seniority level

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