Assistant Front Office Manager

Job Description Summary

The Assistant Front Office Manager sets the tone for Sonesta’s mission by always going above and beyond for our guests and coworkers. The Assistant Front Office Manager is responsible for assisting 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.

Front Desk and Front Office, Other areas of the Hotel as needed.

• Must be able to exert up to 50 pounds of force occasionally, and/or 25 pounds of force. frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Must be flexible to work variable days of the week to include weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights).
• Ten to twelve hour shifts sometimes required.

Bachelor’s degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

• Deliver on the promise of Sonesta
  
  A+ 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
• Assist in managing the day-to-day activities of the Front Office staff. Schedule colleagues 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 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.

This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Remain stationary for extended periods of time
• Handling various objects
• Use a keyboard to…