Front Desk Manager

About This Role

Managing the daily operations of the Front Office department is the core of this role, ensuring exceptional guest service throughout their stay. This position involves supervising and directing Front Office staff, acting as Manager on Duty, and responding to emergency situations as needed.

Responsibilities

• Adhere to Stay Safe with Sonesta safety standards
• Ensure quality services are rendered in meeting guest needs
• Enforce standard procedures for the acceptance, security, and return of guest lost and found items
• Provide feedback on individual performance to management and discipline staff in consultation with department head
• Train Front Office staff with emphasis on the activities of the AM/PM shifts such as "house set up" and sell out preparation
• Communicate pertinent information to Front Office staff during and between shifts
• Ensure that staff is performing to Sonesta Service Standards
• Assist in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts
• Adjust schedule throughout the week to meet business demand
• Assist in conducting pre-shift meetings with staff and review all information pertinent to the day's business
• Monitor the check-in/check-out processes, ensuring agreement to hotel standards
• Anticipate critical situations and assist wherever necessary to help alleviate pressure and to assist guests expediently
• Ensure all guest requests or complaints are logged in Hotsos and consistently monitored until closed
• Handle all guest complaints in a polite and professional manner
• Adhere to hotel requirements for guest/employee accidents or injuries and emergency situation protocols
• Ensure that all V.I.P.'s are pre-registered according to standards
• Inspect V.I.P. arrival rooms daily, ensuring compliance to standards
• Monitor V.I.P. arrivals; greet and escort them to their room if necessary
• Review resumes for arriving groups; organize and coordinate master accounts and group special requests
• Ensure success through the eyes of employees, guests, and owners
• Utilize and collaborate with resources across different departments and corporate offices
• Influence employees to perform to their highest standard and establish a trusting environment to enrich the culture
• Focus on the mission and well-being of the department, hotel, and company as a whole
• Lead by example and operate with integrity and respect
• Inspire the team to embrace and demonstrate our values and GUEST People Standards

Benefits

• Bonus plan eligibility
• Medical, Dental & Vision Insurance