Customer Service Lead

7 days ago

Fort Lauderdale, Florida, United States Sonesta International Hotels Full time
Job Summary

Sonesta International Hotels is seeking a highly skilled and experienced Front Desk Supervisor to join our team. As a key member of our hotel operations, you will be responsible for delivering exceptional customer service, managing front desk operations, and ensuring the overall guest experience.

Key Responsibilities
  • Customer Service: Deliver on the promise of Sonesta Service in all interactions with guests and clients, managing according to the Sonesta G.U.E.S.T. standards and instilling a passion for customer service in all associates of the hotel.
  • Front Desk Operations: Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures, and ensure all staff has the supplies needed to effectively carry out their job functions.
  • Supervision: 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, and supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
  • Communication: Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff, and ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
  • Teamwork: Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management, and register guests, issue room keys, provide information on hotel services and room location, and answer phones in a prompt and courteous manner.
  • Financial Management: Supervise 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).
Requirements
  • Education: High School diploma or equivalent required.
  • Experience: Two years of previous hotel experience required, with previous background from the extended stay industry preferred.
  • Skills: Ability to speak, read, and write fluent English; other languages beneficial, professional verbal and written communication skills, mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred, problem solving, reasoning, motivating, organizational and training abilities preferred.
  • Certifications: Will be required to obtain a ServSafe certification, and may be required to obtain a TIPS certification.
  • Technical Skills: Experience with Microsoft Office and Opera systems required.
  • Physical Demands: 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.
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
  • Hospital Indemnity
  • Critical Illness Insurance
  • Accident Insurance

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