This position works mostly in a service environment, with some office time.
The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly.
The person in this role may be carrying, lifting or pulling items weighing up to 50lbs and pushing and / or pulling approximately 200lbs.
The person in this role will be frequently standing up, bending, climbing, kneeling and moving about the hotel.
Expected Hours of Work
Must be flexible to work variable days of the week to include weekends and holidays.
Must be flexible to work variable shifts (days, nights, overnights).
Ten to twelve hour shifts sometimes required.
Education and Experience
Bachelor's degree in Hotel Administration/Business Administration or equivalent.
3+ years of Front Office/Guest Service experience in a management capacity.
Progressive experience in Front Office required.
Understanding of and previous experience in a union environment a plus.
Principle duties and responsibilities (Essential Functions) include:
Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
Monitor Front Office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines to ensure total guest satisfaction.
Schedule and regularly conduct routine inspections of the Front Office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
Develop actions plans to correct any deficiencies.
Establish, implement, and maintain training and procedures for PBX to serve as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Develop, recommend, implement and manage the Front Office marketing plan, forecasts and objectives to meet/exceed expectations. Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
Inspect V.I.P. arrival rooms daily, ensuring compliance to standards. Monitor V.I.P. arrivals; greet and escorts them to their room if necessary.
Review resumes for arriving groups; organize and coordinates master accounts and group special requests.
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)
May serve "manager on duty" as required.
Deliver outstanding experiences to guests, partners, and team members.
Review and ensure quality of documentation and record-keeping.
Perform any other job-related duties as assigned.
Information Technology (IT)
Manage the day to day activities of the information technology function, plan and organize work and configuration reports, job control languages, program files and data files on the computer system(s) to ensure maximum operating efficiency.
This role will monitor the performance of the software and maintain a log book of performance report.
Install and test corporate approved program changes to the hotel computer system(s)
Understand all standards and customized features and functions of the hotel front office systems, point of sale systems, and other systems, including but not limited to system security, system reports, manager functions, system utilities, and user functions.
Control the key/lock for computer room and ensure that the computer room fire protection, temperature control, and power requirements meet the company security specification as described in the company security system.
Control all user IDs, passwords, and security parameters.
Establish documents, test, and communicate appropriate emergency procedures to follow when the hotel computer system(s) are inoperable.
Perform other duties as assigned.
Work closely with the Engineering department to ensure the proper maintenance of all in-room technology
Strategy and Planning:
Set departmental goals and strategy to align to company mission and departmental goals and targets.
Responsible for the Loyalty program in driving enrollments through the value of the program. Ensure all guests who are members are appropriately recognized and receive the appropriate benefits based on elite level while meeting all standards.
Coordinate with other departments to achieve results.
Develop and maintain relationships with vendors.
Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the Front Office.
Manage staffing levels to ensure that guest service, operational needs and financial objectives are met.
Maintain procedures for security of monies, credit and financial transactions, and guest security.
Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.
Managing your Team
Interview, hire, train, and promote Front Office staff. Provide constructive and consistent feedback and recommend disciplinary action when appropriate.
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.
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.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Appropriate professional appearance and demeanor.
Strong supervisory and leadership skills.
Ability to prioritize and organize work assignments.
Extensive knowledge of hotel and hospitality industry.
Proficient with Microsoft Office Suite or related software.
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 and Various Employee Perks and Discounts.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.