Front Desk Manager

Job Description Summary

Responsible for assisting the Front Office Manager 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.

Job Tasks:

• Able to 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 and catering.
• Oversees hotel availability in local area.
• Ensures that all appropriate computer generated reports are completed and communicated in a timely manner.
• Oversees preparation of VIP arrivals.
• Oversees preparation for group arrivals.
• Ensures the credit check report is completed on every shift.
• Oversee airline crew arrival preparation process
• Report/log all guest issues and update guest 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 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 daily, weekly and monthly, goals are met
• Monitor ADP, correct missing punches and approve payroll
• Assist in controlling expenses and minimizing waste in all areas of the front office. Participate as needed in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Learn, understand and apply all union contract expectations to avoid grievances.

• 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
• Ability to train staff as needed

• Excellent phone & verbal communication skills.
• Minimum of 3- 5 years’ experience in a similar role at an upscale hotel
• Union experience preferred
• Previous supervisory hotel experience preferred.
• Flexible schedule- must be able to work nights/overnights, weekends, holidays – no exceptions

Pay Range: $28.00 - $32.00 (salary)
Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

• 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 or protected veteran status.

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