Front Desk Manager

Sonesta International Hotels Corporation•Sonesta White Plains, NY

13d•$28 - $32

About The Position

Responsible for assisting the Front Office Manager in managing the front office function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc. Job Description Job Tasks: Able to performs all guest service representative tasks in a superior manner. Oversees late checkout and stay over requests. Oversees all room changes. Oversees showrooms for sales and catering. Oversees hotel availability in local area. Ensures that all appropriate computer generated reports are completed and communicated in a timely manner. Oversees preparation of VIP arrivals. Oversees preparation for group arrivals. Ensures the credit check report is completed on every shift. Oversee airline crew arrival preparation process Report/log all guest issues and update guest profiles accordingly Ensures that all room discrepancies are cleared. Oversees blocking of special room requests for next day’s arrivals. Maintains a neat and orderly control desk and area. Consistently presents a polished and professional role model image to guests, coworkers, and other departments. Complete job duties as listed on their shift checklist in a timely manner and alerts director of front office if assistance is needed. Perform any other duties as assigned by the Front Office Manager, Director of Operations and General Manager. Coordinates out of order rooms with housekeeping and engineering Ensures posting of all charges. Inspects associates at the beginning of each shift to ensure grooming standards are met. Conduct pre-shift meetings before the start of each shift Ensure that the department’s schedule is prepared and posted by the weekly deadline Ensure that Travel Pass enrollment weekly and monthly goals are met Review Guestware, update Travel Pass member status, and prepare welcome letters accordingly Ensure that daily, weekly and monthly, goals are met Monitor ADP, correct missing punches and approve payroll Assist in controlling expenses and minimizing waste in all areas of the front office. Participate as needed in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. Learn, understand and apply all union contract expectations to avoid grievances. Essential Elements: Ability to move freely within front desk area. Ability to stand and sit for prolonged periods of time. Ability to perform tasks requiring sustained repetitive motion and/or fine motor skills. Ability to communicate clearly and effectively with guests regarding all aspects of their hotel stay. Ability to interact with guests and other employees in a courteous, empathetic, and discreet manner. Ability to read and write effectively, including understanding diagrams. Ability to perform basic arithmetic, including the use of percentages. Ability to understand and execute all safety and emergency procedures (i.e.: fire, crowd control, inclement weather, and bomb threats). Ability to handle cash and credit transactions. Ability to utilize basic office equipment (i.e.: automated front desk systems, telephones, and calculator). Ability to maintain regular and punctual attendance. Ability to adhere to Sonesta grooming standards. Ability to exemplify Sonesta Service Excellence Frequently standing up or moving within and about the facility Carrying or lifting items weighing up to 50lbs and pushing and/or pulling approximately 200lbs Frequently handling objects and equipment to maintain the facility Frequently bending, stooping and kneeling Ability to train staff as needed

Requirements

Excellent phone & verbal communication skills.
Minimum of 3- 5 years’ experience in a similar role at an upscale hotel
Flexible schedule- must be able to work nights/overnights, weekends, holidays – no exceptions

Nice To Haves

Union experience preferred
Previous supervisory hotel experience preferred.

Responsibilities

Able to performs all guest service representative tasks in a superior manner.
Oversees late checkout and stay over requests.
Oversees all room changes.
Oversees showrooms for sales and catering.
Oversees hotel availability in local area.
Ensures that all appropriate computer generated reports are completed and communicated in a timely manner.
Oversees preparation of VIP arrivals.
Oversees preparation for group arrivals.
Ensures the credit check report is completed on every shift.
Oversee airline crew arrival preparation process
Report/log all guest issues and update guest profiles accordingly
Ensures that all room discrepancies are cleared.
Oversees blocking of special room requests for next day’s arrivals.
Maintains a neat and orderly control desk and area.
Consistently presents a polished and professional role model image to guests, coworkers, and other departments.
Complete job duties as listed on their shift checklist in a timely manner and alerts director of front office if assistance is needed.
Perform any other duties as assigned by the Front Office Manager, Director of Operations and General Manager.
Coordinates out of order rooms with housekeeping and engineering
Ensures posting of all charges.
Inspects associates at the beginning of each shift to ensure grooming standards are met.
Conduct pre-shift meetings before the start of each shift
Ensure that the department’s schedule is prepared and posted by the weekly deadline
Ensure that Travel Pass enrollment weekly and monthly goals are met
Review Guestware, update Travel Pass member status, and prepare welcome letters accordingly
Ensure that daily, weekly and monthly, goals are met
Monitor ADP, correct missing punches and approve payroll
Assist in controlling expenses and minimizing waste in all areas of the front office.
Participate as needed in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
Learn, understand and apply all union contract expectations to avoid grievances.
Ability to move freely within front desk area.
Ability to stand and sit for prolonged periods of time.
Ability to perform tasks requiring sustained repetitive motion and/or fine motor skills.
Ability to communicate clearly and effectively with guests regarding all aspects of their hotel stay.
Ability to interact with guests and other employees in a courteous, empathetic, and discreet manner.
Ability to read and write effectively, including understanding diagrams.
Ability to perform basic arithmetic, including the use of percentages.
Ability to understand and execute all safety and emergency procedures (i.e.: fire, crowd control, inclement weather, and bomb threats).
Ability to handle cash and credit transactions.
Ability to utilize basic office equipment (i.e.: automated front desk systems, telephones, and calculator).
Ability to maintain regular and punctual attendance.
Ability to adhere to Sonesta grooming standards.
Ability to exemplify Sonesta Service Excellence
Frequently standing up or moving within and about the facility
Carrying or lifting items weighing up to 50lbs and pushing and/or pulling approximately 200lbs
Frequently handling objects and equipment to maintain the facility
Frequently bending, stooping and kneeling
Ability to train staff as needed