Front Office Manager

Job Description Summary

The Front Office Manager will function as the strategic business leader of the front desk and guest services. The Front Office Manager works with direct reports to develop and implement departmental and property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the guest, owners, and employees that are consistent with the company and brand culture. The Front Office Manager also maintains a high quality of services offered to guests while maximizing profitability.

Job Description

• Manage day-to-day operations and assignments of the front office and guest services staff; schedule, plan, and assign work.
• Communicate and enforce policies and procedures.
• Interview and hire new personnel according to Hotel policies and standards.
• Recommend and/or initiate disciplinary or other staffing/human resources-related actions per Company rules and policies.
• Ensure all staff is adequately trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to carry out their job functions effectively.
• Monitor the performance of staff and ensure all procedures are completed to the department standards; rectify deficiencies with respective personnel.
• Prepare and administer timely Performance Evaluations according to hotel standards.
• Prepare weekly work schedules following staffing guidelines and labor forecasts.
• Prepare daily/weekly payroll reports.
• Plan and conduct monthly departmental meetings and Daily Shift Meetings (DSM).

• Foster and promote a cooperative working climate, maximizing productivity, and associate morale.
• Develop and communicate departmental strategies and goals.
• Oversees the Upgrade/Upsell program, sets monthly goals and keep track of individuals and departmental progress.
• Anticipate guests’ needs and respond promptly to guests’ requests and complaints.
• Implement appropriate service recovery guidelines to ensure total guest satisfaction.
• Resolve guest complaints ensuring guest satisfaction.
• Maintain positive guest relations at all times.
• Maintain confidentiality of guest and associates’ information and pertinent hotel data.
• Monitor the check-in/check-out process; anticipate critical conditions and assist wherever necessary.
• Work closely with housekeeping to ensure the accurate status of each room, the readiness of rooms for check-in and to report guest concerns.
• Communicate with reservations and convention services on an individual basis to ensure adequate preparation for group arrivals and departures.
• Anticipate sold-out situations and know how many rooms are overbooked.
• Handle the relocation of guests by arranging rooms at area hotels, provide transportation if necessary, and communicate situations to appropriate departments.
• Review previous night’s no-shows and communicate to appropriate sales or catering/convention service manager.
• Review resumes for arriving groups and ensures earned comps are applied appropriately. Finalize group comp sheets and route to accounting and sales.
• Ensure all supervisor reports are completed.
• Ascertain departmental training needs and provide such training.
• Ability to comprehend P & L, budget reports, and write the commentary.
• Maintain complete knowledge of and comply with all departmental, divisional, and hotel policies, procedures, and standards.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Review the daily activities, such as: House count, Meetings and Appointments, VIPs/special guests and Submit orders for maintenance repairs and submit to Engineering.
• Contact Engineering directly for urgent repairs.
• Review hotel activity, attend pre-convention, planning and staff meetings.
• Consult with potential clients during site visits.
• Ensure security of guest room access.
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Document pertinent information in the logbook and follow up on items notated during other shifts.
• Assist with preparation of forecast and rooms budget.
• Strategize control of room inventory in order to maximize revenues.
• Maintain complete knowledge of hotel features/services, hours of operation
• All room types, numbers, layout, décor, appointments and location
• Room rates, special packages and promotions
• Daily house count, expected arrivals and departures
• Scheduled in-house group activities, locations and times
• Ability to understand and execute all safety and emergency procedures (for example: fire, crowd control, inclement weather and bomb threats).
• Maintain and follow OSHA regulations/SDS.
• Responsible for overseeing the implementation of hotel wide standards.
• Required to work Manager on Duty shifts as necessary.
• Any other duties reasonably assigned by the manager.

Special Qualifications, Education or Licenses:

• 4 years’ experience in a similar position in an upscale Hotel
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, or Business Administration preferred
• Ability to communicate in English both verbally and in writing
• Previous guest relations training and experience

Essential Elements:

• Ability to work a flexible schedule.
• Ability to transport up to 40 pounds to and from the work area.
• Ability to move freely within the Front office areas.
• Ability to stand and sit for prolonged periods.

SONESTA CORE GUIDING PRINCIPLES

Our Purpose: To add value to the lives of the people with whom we interact

Our Core Principles:

• Operate with Integrity and ethics
• Value our Employees as Individuals
• Provide service with passions
• Exceed customers’ expectations
• Exceed owners’ expectations

Associate/Leader G.U.E.S.T. Hospitality Behaviors:

• Greet or welcome everyone, warmly with a smile, including children
• Use eye and ear contact and guest’s name during interactions
• Establish/anticipate needs; be knowledgeable about hotel area; offer services with enthusiasm and commitment
• Solve and own all requests/complaints and follow up to completion
• Thank everyone, establish an interest in guest’s satisfaction, invite to return or offer further services.

Additional Job Information/Anticipated

Pay Range

Benefits

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:

• 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.