Front Office Manager

Assistant Front Office Manager

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 of front desk operations for assigned shift. Schedule employees to ensure proper coverage and assigned posts and duties.
• Monitor performance and recommend / initiate corrective and / or disciplinary action, or other staffing / human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues.
• Ensure all staff is properly trained in service expectations, hotel facilities and services, local directions, safety procedures, etc. and have the tools and equipment needed to effectively carry out their job functions.
• Ensure guests receive prompt, professional service and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• 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 (including guest entrance and bell staff areas) and public areas to ensure the appearance of such areas 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. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts :
• Guests to ensure their total satisfaction
• Regulatory agencies regarding safety and emergency matters
• Other contacts as needed (professional organizations, community groups, local media)
• 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 :

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Benefits :

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.