Job Description
We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect. Together We Thrive —bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting. Job Description Summary Job Description Summary The Front Desk Manager acts as Front Office management presence in covering Manager on Duty (MOD) shifts. This position will require close cooperation with all hotel departments emphasizing guest service and satisfaction. Supervision of all front office line staff would be a primary focus. Job Description Job Description Principle duties and responsibilities (Essential Functions) include: Key Job Functions 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: G reet or welcome everyone, warmly with a smile U se eye and ear contact and guest’s name E stablish/anticipate needs S olve and own all requests/complaints T hank 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 Skills 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. Additional Job Information/Anticipated Pay Range Pay range is $60,000 - $67,000 and are eligible for a Bonus Plan. 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: Medical, Denta