Front Office Manager

Sonesta International Hotels Corporation•Sonesta Anaheim, CA

11d

About The Position

The Front Office Manager helps manage the Front Office’s daily operations and sets the tone for Sonesta’s service culture. This guest-focused, achievement-oriented leader provides leadership, drives results, and promotes property-wide strategies to increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals. The role works primarily in a service environment, with some office time for administrative tasks. The manager oversees front desk operations and guest service, supports financial and staffing objectives, and works with other departments to ensure smooth hotel operations. They lead, train, coach, and recognize the Front Office team while fostering a trusting, respectful environment aligned with Sonesta’s values and service standards.

Requirements

High school graduate, with some college or equivalent.
Supervisory experience required.
At least 2 years of experience as a Front Desk or Front Office Manager.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Track record of delivering exceptional guest and client experiences.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Extensive knowledge of the hotel and hospitality industry.
Proficiency with Microsoft Word, Excel, and PowerPoint.
Proficiency in Opera.
Ability to work variable days, including weekends and holidays, and variable shifts, including days, nights, and overnights.
Ability to work shifts of ten to twelve hours when required.
Ability to exert up to 50 pounds of force occasionally and/or 20 pounds frequently; carry, lift, or pull items weighing up to 50 pounds and push and/or pull approximately 200 pounds; and frequently stand and move about the hotel.

Nice To Haves

A four-year college degree.
At least 1 year of related experience.
Experience in a hotel or hospitality-related field.

Responsibilities

Manage daily Front Office operations, including check-in and checkout, to ensure quality and standards meet guest and employee expectations.
Coordinate with departments such as housekeeping and maintenance to promote teamwork and quality service.
Personally ensure VIPs have a superb experience, including room inspections and greeting guests upon arrival.
Review resumes for arriving groups and organize and coordinate master accounts and group special requests.
Maintain appropriate inventory of supplies and operating equipment, including ordering and receiving.
Ensure Sonesta safety and sanitation standards are followed.
Respond to guest complaints and ensure appropriate follow-up.
Serve as Manager on Duty as required and respond to emergencies as needed.
Prepare weekly work schedules based on staffing guidelines and labor forecasts, adjusting schedules to meet business demands.
Analyze guest satisfaction data and develop and implement plans to achieve established satisfaction goals.
Coordinate projects involving floor condensing and room inventory changes.
Achieve budgeted revenues, control labor costs and expenses, and maximize Front Office profitability.
Manage staffing levels to meet guest service, operational, and financial objectives.
Maintain procedures for security of money, credit and financial transactions, and guests.
Participate in and advise on budgeting and forecasting processes that support hotel objectives.
Attract, hire, motivate, and train team members on systems, hotel policies, security, cash handling, service standards, local laws, and job tools and equipment.
Conduct pre-shift meetings and review information relevant to the day’s business.
Monitor, measure, and recognize employee performance, including making promotion recommendations.
Coach employees with specific feedback to improve their knowledge, skills, and performance.
Ensure employees are treated fairly and equitably and address employee issues professionally and promptly.
Collaborate with resources across departments and the corporate office.
Lead by example with integrity and respect, motivate employees, and support the well-being and objectives of the departments, hotel, and company.
Inspire the team to embrace and demonstrate Sonesta’s core values and guest service standards.
Maintain high standards of personal appearance and grooming.