Front Desk Manager

About the role

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

Benefits

Additional Information

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 Manage the activities of the front desk shift, ensuring that guests receive prompt, professional attention, and personal recognition. Adhere to: federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements; all brand standards; desk merchandising; and other local policies and procedures Job Description DUTIES AND RESPONSIBILITIES: Manage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage and assigned posts and duties. Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues. Ensure all staff is properly trained in service expectations, hotel facilities and services, local directions, safety procedures, etc. and have the tools and equipment needed to effectively carry out their job functions. Ensure guests receive prompt, professional service and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution. Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget. Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications. Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. Throughout shift 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. Correct any deficiencies. 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. May serve as "manager on duty" as required. Perform other duties as assigned including assisting staff with their job functions during peak periods.

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