Job Description Summary

The Front Desk Manager is responsible for overseeing all front desk operations, including guest check-ins/check-outs, room assignments, guest services, inquiries, and resolving issues as they arise. This role ensures efficient front desk procedures, supervises the front desk team, and maintains high levels of guest satisfaction while contributing to the hotel's operational efficiency and profitability.

Job Description

DUTIES AND RESPONSIBILITIES:

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. Oversee the day-to-day operations of the front desk, including scheduling, planning, and assigning work.Assist with check-in and check-out procedures, reservations, and financial transactions. Address guest requests, provide information on hotel services, room locations, and answer phones in a prompt, courteous manner.Develop and communicate departmental strategies, goals, and ensure policies and procedures are enforced.Train front desk staff on hotel operations, local directions, and safety/emergency procedures. Provide necessary supplies to ensure effective job performance.Establish and implement procedures to ensure prompt, professional guest attention and recognition, addressing complaints and ensuring service recovery to maximize guest satisfaction.Schedule and conduct routine inspections of the front office, public areas, and guest rooms to ensure cleanliness and adherence to hotel standards. Address deficiencies with action plans.Analyze guest satisfaction data and implement plans to achieve established goals.Communicate important guest details (e.g., VIPs, special needs) to relevant departments to ensure a seamless experience.Promote teamwork and coordination with other departments such as Housekeeping, Food and Beverage, and Sales, ensuring a collaborative and efficient workflow.Supervise the front desk and reservation functions, ensuring excellent service and the security of cash, credit card transactions, and guest information.Manage seasonal reservation strategies, including room type and pricing adjustments to maximize revenue.Ensure all guest special requests are fulfilled and services delivered accurately.Oversee the operations of the gift shop, ensuring inventory is well-maintained and the space is visually appealing.Monitor cash and credit card transactions, ensuring proper processing, deposits, and security of assigned cash banks.Regularly sell hotel rooms through direct client contact.Interact with external contacts including guests, vendors, regulatory agencies, and other stakeholders to ensure smooth operations and resolve any issues.Serve as “Manager on Duty” as required, addressing any operational or guest-related issues.Perform any other duties as assigned.Ensure compliance with health, safety, and alcohol service regulations.

Qualifications and Requirements:

A high school diploma or equivalent is required.A minimum of three years of previous experience in hotel Front Office or Guest Services is preferred.Supervisory or management experience is required, with demonstrated leadership and the ability to develop and mentor others.Strong problem-solving and organizational skills, with the ability to resolve issues efficiently and motivate team members.Excellent communication skills, essential for frequent interactions with customers, employees, and third parties, and to effectively represent the hotel, brand, and company.Proficient in reading and writing for completing reports, giving and receiving instructions, and conducting training.Basic mathematical skills, including budgeting, profit and loss concepts, percentages, and variance analysis.Ability to effectively use reasoning, training, and motivational skills in day-to-day operations.The ability to obtain a ServSafe certification is required.The ability to obtain a TIPS certification may be required.Proficiency in Microsoft Office and Opera systems is required.A valid driver’s license is required.Must be able to frequently stand, bend, climb, kneel, and move about the facility.Ability to carry, lift, or pull items weighing up to 50 pounds is required.Frequent handling of objects and equipment is required.Must be available to work mornings, evenings, weekends, and holidays. Coverage for the overnight shift may also be required.

Additional Job Information/Anticipated

Pay Range

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:

Medical, Dental and Vision InsuranceHealth Savings Account with Company Match401(k) Retirement Plan with Company MatchPaid Vacation and Sick DaysSonesta Hotel DiscountsEducational AssistancePaid Parental LeaveCompany Paid Life InsuranceCompany Paid Short Term and Long Term Disability InsuranceVarious Employee Perks and DiscountsHospital IndemnityCritical Illness InsuranceAccident 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.