Guest Services Manager

2 months ago

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

At Sonesta ES Suites, we pride ourselves on being a unique and inviting extended stay hotel brand where guests can unwind, work, and engage with the local community. Our commitment to fostering meaningful connections 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 supporting the personal and professional development of all associates. As part of the Sonesta International Hotels Corporation, which includes numerous hotels and cruises, we invite you to join a fun and dynamic work environment.

Key Responsibilities:
  • Uphold the Sonesta Service promise in all guest and client interactions, managing operations in line with Sonesta G.U.E.S.T. standards and inspiring a passion for exceptional customer service among all hotel associates.
  • Ensure comprehensive training for all staff on front desk operations, hotel amenities, local directions, and safety protocols, providing them with the necessary tools to perform their roles effectively.
  • Oversee front desk and reservation activities to guarantee superior guest service, as well as the security of financial transactions and guest information.
  • Supervise the security measures related to cash handling, credit card transactions, and the confidentiality of guest data.
  • Manage the seasonal reservation strategy in collaboration with hotel management, optimizing room types and pricing based on market demand.
  • Facilitate effective communication within the Front Desk team through logs, meetings, and direct interactions.
  • Ensure that guest requests are addressed promptly and that service delivery meets high standards.
  • Supervise the daily operations of the shoppe and pour, ensuring they are well-stocked and organized.
  • Implement service recovery strategies to guarantee complete guest satisfaction, addressing complaints or concerns professionally and promptly.
  • Encourage teamwork and quality service through consistent communication and coordination with other shifts and departments.
  • Register guests, issue room keys, and provide information regarding hotel services and room locations, answering phones courteously.
  • Oversee the accurate processing of all financial transactions, including posting charges, completing reports, preparing deposits, and securing cash banks.
  • Communicate any significant guest requests or issues to management for further attention.
  • Actively promote hotel room sales through direct engagement with clients.
  • Ensure compliance with all applicable 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 hotel experience is necessary.
  • Experience in the extended stay sector is preferred.
  • Fluency in English is required; 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.
  • Skills in problem-solving, reasoning, motivation, organization, and training are advantageous.
  • 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, carry, or pull items weighing up to 50 pounds.
  • Frequent handling of objects and equipment is necessary.
  • Availability to work mornings, evenings, weekends, and holidays is required.
Benefits

Sonesta recognizes the importance of benefits in 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

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

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