Job Description Summary

The Front Desk Supervisor (FDS) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Management team. The FDS serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. Will also function as a Guest Service Agent.

Job Description

Key Job Functions

Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures.  Ensure all staff has the supplies needed to effectively carry out their job functions.Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.Responsible for the supervision of the security of cash, credit card transactions, and guest information.Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.  Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.Regularly sell hotel rooms through direct client contact.Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.Perform other duties as assigned.Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.Deliver Passionate & Engaging Service to our GuestsYou will be passionate and truly engaged in taking care of our guests,  recognizing individual guests and anticipating their unique needs in order to exceed their expectationsYou will consistently deliver our GUEST model:Greet or welcome everyone, warmly with a smileUse eye and ear contact and guest’s nameEstablish/anticipate needsSolve and own all requests/complaintsThank everyone

Additional Job Information/Anticipated

Pay Range

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experienceKnowledge of Opera and internet software preferredAbility to read and comprehend simple instructions, short correspondence and memosAbility to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organizationTrack record of delivering exceptional guest or client experienceCommunication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.Bi-Lingual communications skills a plusStrong communication skillsAppropriate professional appearance and demeanor

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds.  Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job

The noise level in the work environment is usually moderate.

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

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