Front Desk Manager
4 days ago
About Sonesta International Hotels
We are a hospitality company that strives to deliver quality, value, and amazing hospitality to our guests, team members, partners, and communities. Our mission is to wow every guest, team member, partner, and community we operate in.
Job Summary
The Front Desk Manager acts as the Front Office management presence in covering Manager on Duty (MOD) shifts. This position requires close cooperation with all hotel departments, emphasizing guest service and satisfaction. Supervision of all front office line staff is a primary focus.
Key Responsibilities
- 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
Delivering Exceptional Guest Service
- Provide passionate and engaging service to our guests
- Recognize individual guests and anticipate their unique needs to exceed their expectations
- Consistently deliver our GUEST model:
- Greet or welcome everyone, warmly with a smile
- Use eye and ear contact and guest's name
- Establish/anticipate needs
- Solve and own all requests/complaints
- Thank everyone
Building Solid Relationships with Colleagues
- Treat colleagues with respect and dignity
Qualifications and Skills
- 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
- Strong communication skills
- Bi-Lingual communications skills a plus
Physical Demands
- Regularly required to stand, walk, and talk or hear
- Frequently required to use hands to finger, handle, or feel and reach with hands and arms
- Occasionally required to sit, climb or balance, and stoop, kneel, crouch, or crawl
- Regularly lift and/or move up to 50 pounds
- Specific vision abilities required by this job include close vision
Benefits
- 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
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