Front Desk Manager

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

The Front Desk Manager is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk. The main focus of the role is the training, managing, and scheduling of the front desk team. This role also assists the Front Office Manager with the accounting and human resources functions of the Front Office.
The Front Desk Manager serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The Front Desk Manager also represents the hotel with all guests in absence of the General Manager and Operations Manager. Will also function as a Guest Service Agent.

Job Description

• Deliver on the promise of Sonesta Service in all interactions with guests and clients.  Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. 

• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures.  Ensure all staff has the supplies needed to effectively carry out their job functions.

• 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.

• Responsible for the supervision of the security of cash, credit card transactions, and guest information.

• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.  Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.

• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.

• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.

• Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.

• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.

• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.

• Supervising 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).

• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

• Regularly sell hotel rooms through direct client contact.

• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.

• Perform other duties as assigned.

Go Beyond @SonestaHotels

WHO WE ARE

We are an organization made up of people, thoughts and ideas – all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed.  Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.  This job description is subject to change at any time

Additional Job Information/Anticipated

Pay Range

$65,120.00 - $68,120.00 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.