We’re Sonesta International Hotels.
The 8th largest hotel company in the U.S.—and growing fast.
An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.
Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.
Job Description Summary
JOB OVERVIEW:Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.
Job Description
DUTIES AND RESPONSIBILITIES:
- Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
- Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
- Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
- Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
- Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Assist in creating and implementing action plans to correct deficiencies.
- Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
- Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
- Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
- Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Interact with outside contacts:
- Guests – to ensure their total satisfaction
- Regulatory agencies – regarding safety and emergency matters
- Other contacts as needed (professional organizations, community groups, local media)
- May serve as “manager on duty” as required.
- Perform other duties as assigned including assisting staff with their job functions during peak periods.
ACCOUNTABILITY:
This job is the second in command in Front Office operations in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services. Typically supervises front desk agents, and/or bell-persons, doorpersons, reservationists, concierge representatives, PBX, etc.
Additional Job Information/Anticipated
Pay Range
$30.00 - $32.50 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- 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
Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
Skills Required
- Manage day-to-day front office operations and staff supervision
- Schedule employees to ensure proper coverage
- Recommend/initiate HR actions and alert management to serious issues
- Train staff on systems, security, cash handling procedures, and service standards
- Ensure prompt, professional guest service and handle guest complaints/service recovery
- Conduct routine inspections of front office and public areas and implement corrective action plans
- Monitor and help control labor costs, expenses, and support revenue/profitability goals
- Maintain procedures for security of monies, credit transactions, and guest billing compliance
- Train staff on PBX procedures for emergency/crisis communications
- Coordinate daily with other departments (Accounting, Sales, F&B, Housekeeping, Maintenance)
What We Do
Sonesta International Hotels Corporation is a rapidly expanding hospitality company that operates a diverse portfolio of hotel brands ranging from upscale to extended stay across the U.S. and internationally.
