Front Desk Supervisor

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 Supervisor (FDS) 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 and is the lead Front Desk support for the Operations Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the Operations Manager with the accounting and human resources functions of the Front Office. The FDS serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The FDS 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

DUTIES AND RESPONSIBILITIES:

• Deliver on the promise of SonestaA+ 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:
  • Greet or welcome everyone, warmly with a smile
  • Use eye and ear contact and guest’s name
  • Establish/anticipate needs
  • Solve and own all requests/complaints
  • Thank everyone
• 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.

QUALIFICATIONS AND REQUIREMENTS:

• High School diploma or equivalent required.
• Two years of previous hotel experience required.
• 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.
• Experience with Microsoft Office and Opera systems required.
• Valid driver’s license preferred.
• 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.
• Will be required to work mornings, evening, weekends, and holidays.

Additional Job Information/Anticipated

Pay Range

Pay Range: $55,000 - $60,000/annual base pay offered

may vary depending on various factors including but not limited to job

related knowledge, skills and job specific experience/overall experience and are eligible for a bonus plan.

Union/Non-Union: This is a non-union role

Job vacancy : This is an active posting and is a new vacant position.

While AI may assist in some aspects of the recruitment process it does not replace human decision making. Qualified individuals review all candidate applications and make the final hiring decisions.  

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 age, ancestry, colour, race, citizenship, ethnic origin, place of origin creed, disability, family status, marital status, gender identity, gender expression, sex, sexual orientation, or any other basis covered under applicable law

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.

Accessibility for Ontarians with Disabilities Act (AODA)

The Yorkville Royal Sonesta Hotel is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you need accommodation, please let Human Resources know.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to the following protected grounds under The Ontario Human Rights Code or any other characteristic protected by local, Provincial , or Federal laws, rules, or regulations.

• Age
• Ancestry, colour, race
• Citizenship
• Ethnic origin
• Place of origin
• Creed
• Disability
• Family status
• Marital status (including single status)
• Gender identity, gender expression
• Receipt of public assistance (in housing only)
• Record of offences (in employment only)
• Sex (including pregnancy and breastfeeding)
• Sexual orientation.

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:

Salaried FTE Benefits

• Food and Beverage Discount

• RRSP Match

• Drycleaning

• Competitive Medical and dental benefits

• Competitive Extended health care coverage

• Various employee perks and benefits

• Tuition reimbursement

• Employee Assistance Program  

• Competitive Short- and Long-term disability program

• Paid vacation

• Paid sick days

• Employee discounted hotel rate- for all Brands within the company

Unionized FTE Benefits

• Food and Beverage Discount

• RRSP Match

• Tool and shoe reimbursement

• Competitive Medical and dental benefits

• Competitive Extended health care coverage

• Various employee perks and benefits

• Tuition reimbursement

• Employee Assistance Program

• Competitive Short term disability

• program

• Paid vacation

• Paid sick days

• Employee discounted hotel rate- for all Brands within the company

Unionized PTE Benefits

• Food and Beverage Discount

• Employee discounted hotel rate

• Tool and shoe reimbursement

• Various employee perks and benefits

• Employee Assistance Program

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