Assistant Front Office Manager

Sonesta International Hotels Corporation•Sonesta Silicon Valley Milpitas, CA

12d•Onsite

About The Position

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

Must be able to act independently as MOD, covering morning and evening shifts.
Must be able to supervise all front office staff including front desk, communications, uniform services and concierge.
Must be able to offer MOD support to other unsupervised departments as needed.
Must be able to act as Travel pass champion.
Must be able to distribute minutes and conduct Manager’s Meeting.
Must be able to oversee VIP arrivals.
Must be able to perform VIP Escorts.
Must be able to act as Lobby Ambassador.
Must be able to track and follow up on in-house guest challenges.
Must be able to resolve guest related issues.
Must be able to liaison with other departments to ensure guest satisfaction.
Must be able to assist with post-stay guest follow up.
Must be able to perform Property rounds.
Must be able to act as Front Office representative during Pre-Cons.
Must be able to monitor and coordinate concierge requests.
Must be able to provide site tours of the hotel.
Must be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations.
Must consistently deliver our GUEST model: 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.
Must build solid relationship with your Colleagues: Treat colleagues with respect and dignity.

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: You 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 expectations.
You will consistently deliver our GUEST model: 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.