Front Desk Manager

Sonesta Hotels•Cambridge, MA

1d•$70,000 - $75,000•Onsite

About The Position

Responsible for daily operations in the Front Office department. Provides exceptional levels of guest service throughout the guests' stay. Supervises and directs Office staff. Acts as the Manager on Duty and responds to emergency situations as needed. Implements and trains staff on new procedures; ensures that all Front Office staff Sonesta standards are adhered to. Responsible for ensuring success through the eyes of employees, guests, and owners. Utilizes and collaborates with resources across different departments and corporate offices. 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. Inspires the team to embrace and demonstrate our values and GUEST People Standards.

Requirements

Job related knowledge, skills and job specific experience/overall experience.

Responsibilities

Adheres to Stay Safe with Sonesta safety standards.
Ensures that quality services are rendered in meeting guest needs.
Enforces standard procedures for the acceptance, security and return of guest lost and found items.
Provides feedback on individual performance to management and disciplines staff in consultation with department head.
Trains Front Office staff with emphasis on the activities of the AM/PM shifts such as “house set up” and sell out preparation.
Communicates pertinent information to Front Office staff during and between shifts.
Ensures that staff is performing to Sonesta Service Standards.
Assists in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts.
Adjusts schedule throughout the week to meet business demand.
Assists in conducting of pre-shift meetings with staff and reviews all information pertinent to the day’s business.
Monitors the check-in/check-out processes, ensuring agreement to hotel standards; anticipates critical situations and assists wherever necessary to help alleviate the pressure and to assist guests expediently.
Ensures all guest requests or complaints are logged in Hotsos and consistently monitored until closed.
Handles all guest complaints in a polite and professional manner.
Adheres to hotel requirements for guest/employee accidents or injuries and emergency situation protocols.
Ensures that all V.I.P.'s are pre-registered according to standards.
Inspects V.I.P. arrival rooms daily, ensuring compliance to standards.
Monitors V.I.P. arrivals; greets and escorts them to their room if necessary.
Reviews resumes for arriving groups; organizes and coordinates master accounts and group special requests.