Front Office Coordinator

2 weeks ago

Hamtramck, Michigan, United States Sonesta International Hotels Full time
Position 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 relationships with both colleagues and guests is paramount. Each team member at Sonesta ES Suites plays a vital role in enhancing the guest experience, and we are dedicated to the personal and professional development of all associates. As part of the Sonesta International Hotels Corporation, which includes numerous locations across the United States and internationally, we are looking for individuals who are passionate about customer service and enjoy a dynamic work environment.

Key Responsibilities:
  • Uphold the Sonesta Service promise in all guest and client interactions. Lead by example and inspire a customer-centric culture among all hotel associates.
  • Ensure comprehensive training for all front desk personnel on hotel operations, amenities, local attractions, and emergency protocols. Provide necessary resources for staff to perform their roles effectively.
  • Oversee front desk and reservation activities to guarantee exceptional guest services, safeguarding of financial transactions, and confidentiality of guest information.
  • Manage the security of cash, credit card transactions, and sensitive guest data.
  • Implement the seasonal reservation strategy as outlined by hotel management, optimizing room pricing and length of stay based on market trends using property management and reservation systems.
  • Facilitate effective communication within the Front Desk team through logs, meetings, and individual interactions.
  • Ensure that guest requests are met promptly and that service delivery is of the highest standard.
  • Supervise the daily operations of the shoppe and pour, ensuring they are well-stocked and organized.
  • Develop and enforce service recovery protocols to guarantee complete guest satisfaction. Address guest concerns in a timely and professional manner.
  • Encourage teamwork and high-quality service through regular communication and collaboration with other departments.
  • Manage guest registration, issue room keys, and provide information regarding hotel services and amenities. Answer phone inquiries courteously and efficiently.
  • Ensure accurate processing of all financial transactions in accordance with established protocols, including posting charges and preparing financial reports.
  • Communicate any unresolved guest issues to management for further action.
  • Engage in direct sales of hotel accommodations through client interactions.
  • Adhere to all local, state, and federal regulations concerning health, safety, and alcohol service.
  • Perform additional duties as required.
Qualifications:
  • High School diploma or equivalent is required.
  • A minimum of two years of experience in the hospitality industry 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.
  • Strong problem-solving, organizational, and training skills are desirable.
  • ServSafe certification is required.
  • TIPS certification may be necessary.
  • Proficiency in Microsoft Office and Opera systems is required.
  • A valid driver's license is mandatory.
  • Physical ability to stand, bend, climb, kneel, and move throughout the facility.
  • Ability to lift and carry items weighing up to 50 pounds.
  • Willingness to work varied shifts, including mornings, evenings, weekends, and holidays.
Benefits

At Sonesta, we understand that benefits are crucial for ensuring the health and financial well-being of our employees and their families. We offer a comprehensive benefits package that includes:
  • Medical, Dental, and Vision Insurance
  • Health Savings Account with Company Match
  • 401(k) Retirement Plan with Company Match
  • Paid Vacation and Sick Leave
  • Discounts on Sonesta Hotels
  • Educational Assistance Programs
  • Paid Parental Leave
  • Company-Paid Life Insurance
  • 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 and attach your resume. Incomplete applications will not be considered.

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