Front Office Manager at Sonesta International Hotels Corporation in Fort Lauderdale, Florida

Job Description:

Job Description Summary

The Front Office Manager ensures the ultimate guest satisfaction by effectively managing all operations related to the front office. Successfully motivates and leads the front office team in order to meet and exceed all guest expectations.

Job Description

Principal duties and responsibilities (Essential Functions) include:    

• 
  Operational/Functional:
  
  
  • Conduct pre-shift meeting with staff and review all information pertinent to the day’s business.
  
  
  • Assign work duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations which compromise the department’s standards and delegate these tasks.
  
  
  • Ensure staff is using all Sonesta Service Standards.
  
  
  • Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  
  
  • Coordinates Front Office operations with other departments.
  
  
  • Handle all guest complaints in a polite and professional manner.
  
  
  • Assist staff with their job functions to ensure optimum service to guest.
  
  
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
  
  
  • Ensure that all V.I.P.'s are pre-registered according to standards.
  
  
  • Monitor V.I.P. arrivals.
  
  
  • Check-in/out of guests in accordance to Sonesta Service Standards.
  
  
  
  

• 
  Strategy and Planning:
  
  
  • Coordinate efficiency of “Sonesta Travel Pass” and proper completion and follow up of guest requests.  
  
  
  • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
  
  
  • Review resumes for arriving groups; organize and coordinate master accounts and group special requests.
  
  
  • Attends weekly Group Resume and Department Head meeting.
  
  
  • Conducts comprehensive monthly departmental meetings for Front Desk and Bell Desk to include review of procedures of events which warrant special handling and detailed information.
  
  
  
  

• 
  Financial Management:
  
  
  • Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet business demand. 
  
  
  • Review previous night’s no-shows, verify and ensure billing of such.
  
  
  • Reviews and approves payroll for Front Desk and the Bell Desk, and takes corrective steps if necessary.
  
  
  
  

• 
  Managing your Team
  
  
  • Attract, retain, and motivate the best talent
  
  
  • Ensure team members receive proper training applicable to their position and career aspirations and in accordance with company policy and/or local laws
  
  
  • Responsible for monitoring, measuring, and recognizing performance of team members who directly report to the role and indirect reports
  
  
  • Support, comply and promote company initiative, policies and guidelines.
  
  
  • Handle employee issues in a professional and timely manner
  
  
  
  

• 
  Leading with Passion
  
  
  • Responsible for ensuring success through the eyes of employees, guests, and owners
  
  
  • Utilize  and collaborate with resources across different departments and corporate office
  
  
  • Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture
  
  
  • Focus on the mission and well-being of the department, hotel, and company as a whole
  
  
  • Lead by example and operate with integrity and respect
  
  
  • Inspire your team to embrace and demonstrate our values and GUEST People Standards
  
  
  
  

Qualifications

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.

• Bachelor Degree preferred.


• Minimum of five years of hotel experience with at least three years in a management role.


• Advanced knowledge and expertise in Opera PMS required.


• Track record of delivering exceptional guest and client experience


• Demonstrable expertise in analysis and action taking


• Excellent oral and written communication


• Excellent organization skills


• Appropriate professional appearance and demeanor


• Proficient in Microsoft Word, Excel and PowerPoint

Additional Job Description

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

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered. 

Apply Now