Assistant Front Office Manager

Sonesta Hotels•Washington, DC

11d•$30 - $33•Onsite

About The Position

This role assists in managing all aspects of the front office areas, including guest registration, bell services, concierge services, business center, telephone services, and guest reservations. The goal is to ensure guest satisfaction and maximize hotel profitability while adhering to all brand standards. The Assistant Front Office Manager will also serve as the Front Office Manager in their absence.

Requirements

Assist in managing the day-to-day activities of the Front Office staff.
Schedule employees to ensure proper coverage.
Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.
Alert management of potentially serious issues.
Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
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, and Company.
Assist in creating and implementing action plans to correct deficiencies.
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 procedures for PBX to serve as a central communications point during emergency/crisis situations.
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.
Interact with outside contacts: Guests – to ensure their total satisfaction, Regulatory agencies – regarding safety and emergency matters, Other contacts as needed (professional organizations, community groups, local media).
May serve as “manager on duty” as required.
Perform other duties as assigned including assisting staff with their job functions during peak periods.

Nice To Haves

This job is the second in command in Front Office operations in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services.
Typically supervises front desk agents, and/or bell-persons, doorpersons, reservationists, concierge representatives, PBX, etc.

Responsibilities

Assist in managing the day-to-day activities of the Front Office staff.
Schedule employees to ensure proper coverage.
Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions.
Alert management of potentially serious issues.
Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards.
Ensure guests receive prompt, professional attention and personal recognition.
Ensure guests are greeted upon arrival.
Respond appropriately to guest complaints and implement service recovery gestures.
Conduct routine inspections of the front office and public areas to ensure appearance reflects highly on the hotel, brand, and Company.
Assist in creating and implementing action plans to correct deficiencies.
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 procedures for PBX to serve as a central communications point during emergency/crisis situations.
Promote teamwork and quality service through daily communication and coordination with other departments.
Interact with outside contacts: Guests, regulatory agencies, and other contacts as needed.
May serve as “manager on duty” as required.
Perform other duties as assigned including assisting staff with their job functions during peak periods.