Assistant Front Office Manager (N) - Hotel Front Desk PM/Overnight

The Shelburne Sonesta New York, NY•New York, NY

1d•Onsite

About The Position

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect. Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting. Assist in managing all aspects of front office areas, which may include but not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

Requirements

Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
Track record of delivering exceptional guest or client experience.
Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
Appropriate professional appearance and demeanor.
Knowledge of Opera and internet software preferred.
Ability to read and comprehend simple instructions, short correspondence and memos.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Bi-Lingual communications skills a plus.
Strong communication skills.
Appropriate professional appearance and demeanor.
Required to obtain Fire Life Safety Director Certification for Sonesta property within the 180 days of employment.

Nice To Haves

Knowledge of Opera and internet software preferred.
Bi-Lingual communications skills a plus.

Responsibilities

Act independently as MOD, covering morning and evening shifts.
Supervise all front office staff including front desk, communications, uniform services and concierge.
Offer MOD support to other unsupervised departments as needed.
Act as Travel pass champion.
Distribute minutes and conduct Manager’s Meeting.
Oversee VIP arrivals.
Perform VIP Escorts.
Act as Lobby Ambassador
Track and follow up on in-house guest challenges.
Resolve guest related issues.
Liaison with other departments to ensure guest satisfaction.
Assist with post-stay guest follow up.
Perform Property rounds.
Act as Front Office representative during Pre-Cons.
Monitor and coordinate concierge requests.
Provide site tours of the hotel.
Deliver Passionate & Engaging Service to our Guests
Greet or welcome everyone, warmly with a smile
Use eye and ear contact and guest’s name
Establish/anticipate needs
Solve and own all requests/complaints
Thank everyone
Build solid relationship with your Colleagues
Treat colleagues with respect and dignity
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.