Assistant Front Office Manager

Front Office Assistant 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.

The Front Office Assistant Manager is responsible for assisting the Director of Rooms in managing the front office function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management, and reservations systems, safety and emergency procedures, etc.

Ability to move freely within front desk area.

Ability to stand and sit for prolonged periods of time.

Ability to perform tasks requiring sustained repetitive motion and/or fine motor skills.

Ability to communicate clearly and effectively with guests regarding all aspects of their hotel stay.

Ability to interact with guests and other employees in a courteous, empathetic, and discreet manner.

Ability to read and write effectively, including understanding diagrams.

Ability to perform basic arithmetic, including the use of percentages.

Ability to understand and execute all safety and emergency procedures (i.e.: fire, crowd control, inclement weather, and bomb threats).

Ability to handle cash and credit transactions.

Ability to utilize basic office equipment (i.e.: automated front desk systems, telephones, and calculator).

Ability to maintain regular and punctual attendance.

Ability to adhere to Sonesta grooming standards.

Ability to exemplify Sonesta Service Excellence.

Frequently standing up or moving within and about the facility.

Carrying or lifting items weighing up to 50lbs and pushing and/or pulling approximately 200lbs.

Frequently handling objects and equipment to maintain the facility.

Frequently bending, stooping, and kneeling.

Excellent phone & verbal communication skills.

Minimum of 3- 5 years experience in a similar role at an upscale hotel.

4-year college degree preferred.

Previous supervisory hotel experience preferred.

Flexible schedule- must be able to work nights/overnights, weekends, holidays.

Performs all guest service representative tasks in a superior manner.

Oversees late checkout and stay over requests.

Oversees all room changes.

Oversees showrooms for sales.

Oversees hotel availability in the local area.

Ensures that all appropriate computer-generated reports are printed in a timely manner.

Oversees preparation of VIP arrivals.

Oversees preparation for group arrivals.

Ensures the credit check report is completed on every shift.

Oversees airline crew arrival preparation process.

Report/log all guest issues in weblog/groupme and update gust profiles accordingly.

Ensures that all room discrepancies are cleared.

Oversees blocking of special room requests for next day's arrivals.

Maintains a neat and orderly control desk and area.

Consistently presents a polished and professional role model image to guests, coworkers, and other departments.

Complete job duties as listed on their shift checklist in a timely manner and alerts the Director of Front office if assistance is needed.

Perform any other duties as assigned by the Front Office Manager, Director of Operations, and General Manager.

Coordinates out of order rooms with housekeeping and engineering.

Ensures posting of all charges.

Inspects associates at the beginning of each shift to ensure grooming standards are met.

Conduct pre-shift meetings before the start of each shift.

Ensure that the department's schedule is prepared and posted by the weekly deadline.

Ensure that Travel Pass enrollment weekly and monthly goals are met.

Review Guestware, update Travel Pass member status and prepare welcome letters accordingly.

Ensure that weekly advocate goals are met.

Monitor ADP, correct missing punches, and approve payroll.

Assist in controlling expenses and minimizing waste…