Front Desk Supervisor - Sonesta Chicago O'Hare Airport at Sonesta Hotels International Corporation in Rosemont, Illinois

Job Description:

Job Description Summary

Sonesta Chicago O'Hare Airport is looking for a Front Desk Supervisor. The Front Desk Supervisor sets the tone for Sonesta's Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team.

The Front Desk Supervisor supervise the daily operations of the Front Office staff. The role's primary responsibilities are to provide leadership, drive results, promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals.

Job Description

DUTIES AND RESPONSIBILITIES:

• Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.


• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.


• Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.


• Responsible for the supervision of the security of cash, credit card transactions, and guest information.


• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel's property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.


• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.


• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.


• Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.


• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.


• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.


• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.


• Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).


• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.


• Regularly sell hotel rooms through direct client contact.


• Perform other duties as assigned.

QUALIFICATIONS AND SKILLS:

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

• High School diploma or equivalent required.


• Excellent verbal and written communications skills.


• Excellent interpersonal and customer service skills.


• Excellent organizational skills and attention to detail.


• Track record of delivering exceptional guest and client experience.


• Strong analytical and problem-solving skills.


• Strong supervisory and leadership skills.


• Extensive knowledge of hotel and hospitality industry


• Experience with Microsoft Office and Opera systems required.


• Frequently standing up, bending, climbing, kneeling, and moving about the facility.


• Carrying, lifting or pulling items weighing up to 50 pounds.


• Frequently handling objects and equipment.


• Utilize and collaborate with resources across different departments and corporate office.


• Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.


• Focus on the mission and well-being of the departments, hotel and company.


• Lead by example and operate with integrity and respect.


• Inspire your team to embrace and demonstrate Sonesta's core values and guest service standards.


• Required to work mornings, evening, weekends, and holidays.

Additional Job Information/Anticipated

Pay Range

• Leading with Passion:

WHO WE ARE:

We are an organization made up of people, thoughts and ideas - all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality .

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

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.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

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.

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.