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Reception Operations Supervisor

2 months ago

Hamtramck, Michigan, United States Sonesta International Hotels Full time
Position Overview

At Sonesta ES Suites, we pride ourselves on being a distinctive and inviting extended stay hotel brand, where guests can unwind, conduct business, and engage with the local community. Our commitment to fostering meaningful relationships with both our colleagues and guests is paramount. Each member of the Sonesta ES Suites team plays a crucial role in enhancing the guest experience, and we are dedicated to the personal and professional development of all our associates. As part of the Sonesta International Hotels Corporation, which includes numerous hotels and cruises, we are looking for individuals who are enthusiastic about creating a fun and engaging work environment.

Key Responsibilities:
  • Uphold the promise of exceptional service in every interaction with guests and clients. Manage operations in line with Sonesta's G.U.E.S.T. standards, fostering a culture of customer service excellence among all hotel associates.
  • Ensure comprehensive training for all front desk personnel on hotel operations, facilities, services, local directions, and safety protocols. Provide staff with the necessary resources to perform their roles effectively.
  • Oversee front desk and reservation activities to guarantee outstanding guest services, along with the security of financial transactions and guest information.
  • Supervise the safeguarding of cash, credit card transactions, and sensitive guest data.
  • Manage the seasonal reservation strategy as directed by hotel management, focusing on room types and pricing based on market demand. Utilize property management and reservation systems to optimize revenue through strategic occupancy and rate adjustments.
  • Establish effective communication systems within the Front Desk team through logs, departmental meetings, and individual interactions.
  • Ensure fulfillment of guest special requests and the delivery of high-quality services.
  • Supervise the daily operations of the shoppe and pour, ensuring they are well-stocked and presented attractively.
  • Implement service recovery protocols to guarantee complete guest satisfaction, addressing complaints or concerns promptly and professionally.
  • Encourage teamwork and quality service through consistent communication and collaboration with other shifts and departmental leaders.
  • Register guests, issue room keys, and provide detailed information about hotel services and room locations. Answer phone inquiries courteously and efficiently.
  • Oversee the accurate processing of all financial transactions in accordance with established protocols, including posting charges, completing reports, preparing deposits, and managing cash banks.
  • Communicate any outstanding guest requests or issues to management for further attention.
  • Engage in direct sales of hotel rooms through client interactions.
  • Ensure compliance with all relevant health, safety, and alcohol service regulations.
  • Perform additional duties as assigned.
Qualifications:
  • High School diploma or equivalent is required.
  • A minimum of two years of experience in the hotel industry is necessary.
  • Experience in the extended stay sector is preferred.
  • Fluency in English, both spoken and written; proficiency in additional languages is advantageous.
  • Strong verbal and written communication skills are essential.
  • Basic mathematical skills, including budgeting and profit/loss analysis, are preferred.
  • Problem-solving, organizational, and training skills are beneficial.
  • ServSafe certification is required.
  • TIPS certification may be required.
  • Proficiency in Microsoft Office and Opera systems is necessary.
  • A valid driver's license is required.
  • Physical demands include frequent standing, bending, climbing, kneeling, and moving throughout the facility.
  • Ability to lift or carry items weighing up to 50 pounds.
  • Frequent handling of objects and equipment is required.
  • Availability to work mornings, evenings, weekends, and holidays is essential.
Benefits

At Sonesta, we recognize that benefits are crucial for ensuring the health and financial security of our employees and their families. We offer a comprehensive benefits package, including:
  • Medical, Dental, and Vision Insurance
  • Health Savings Account with Company Match
  • 401(k) Retirement Plan with Company Match
  • Paid Vacation and Sick Days
  • Discounts at Sonesta Hotels
  • Educational Assistance
  • Paid Parental Leave
  • Company-Paid Life Insurance
  • Company-Paid Short-Term and Long-Term Disability Insurance
  • Various Employee Perks and Discounts
Application Process

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