PM/Overnight - Assistant Front Office Manager (N)

Job Description Summary

Assist in managing all aspects of front office areas, which may include but not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

Job Description

DUTIES AND RESPONSIBILITIES:

• Act independently as MOD, covering morning and evening shifts.
• Supervise all front office staff including front desk, communications, uniform services and concierge.
• Offer MOD support to other unsupervised departments as needed.
• Act as Travel pass champion.
• Distribute minutes and conduct Manager’s Meeting.
• Oversee VIP arrivals.
• Perform VIP Escorts.
• Act as Lobby Ambassador
• Track and follow up on in-house guest challenges.
• Resolve guest related issues.
• Liaison with other departments to ensure guest satisfaction.
• Assist with post-stay guest follow up.
• Perform Property rounds.
• Act as Front Office representative during Pre-Cons.
• Monitor and coordinate concierge requests.
• Provide site tours of the hotel.
• Deliver Passionate & Engaging Service to our Guests

You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations

• You will consistently deliver our GUEST model:
  • Greet or welcome everyone, warmly with a smile
  • Use eye and ear contact and guest’s name
  • Establish/anticipate needs
  • Solve and own all requests/complaints
  • Thank everyone

Build solid relationship with your Colleagues

• Treat colleagues with respect and dignity
• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

QUALIFICATIONS AND REQUIREMENTS:

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Track record of delivering exceptional guest or client experience.
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Appropriate professional appearance and demeanor.

• Knowledge of Opera and internet software preferred.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Track record of delivering exceptional guest or client experience.
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Bi-Lingual communications skills a plus.
• Strong communication skills.
• Appropriate professional appearance and demeanor.
• Required to obtain Fire Life Safety Director Certification for Sonesta property within the 180 days of employment.

Additional Job Information/Anticipated

Pay Range

Hourly Compensation Range: $28.46 - $31.25. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

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.