Chase Park Plaza Assistant Front Office Manager

Royal Sonesta Chase Park Plaza, St Louis, MO•St. Louis, MO

About The Position

Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center and PBX, to ensure superior guest satisfaction and maximize hotel profitability are achieved. Assistant Front Office Manager will adhere to all brand standards and serve as Front Office Manager in his/her absence.

Responsibilities

Deliver on the promise of Sonesta 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.
Assist in managing the day-to-day activities of the Front Office and staffing levels of employees to ensure proper coverage is achieved.
Model the way for employees by setting the example of being on time for shift, demonstrating high levels of professionalism at all times and maintaining a warm welcoming and clean environment for guests.
Recommend and/or initiate proper disciplinary processes or related actions in accordance with Company rules and policies and immediately alert management of potentially serious issues.
Ensure all staff is properly trained on systems, full proper uniform, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
Ensure all guest are billed correctly by monitoring charges on folios.
Assistant manager will act as a role model through achieving high remarks through Trip Advisor, Upsells and Travel Pass sign ups.
Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand including Hotel Lobby, Concierge, Valet Parking area, Bell stand, Business Center and Club Lounge.
Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
Train appropriate staff on all emergency procedures and serve as the central communications point person during emergency/crisis situations for the department.
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 such as PBX Operator and Guest Service Agent.
Responsible for ensuring success through the eyes of employees, guests, and owners
Utilize and collaborate with resources across different departments
Capable of influencing employees to perform to their highest standard and establishing 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 our team to embrace and demonstrate our values and GUEST People Standards