Front Office Manager

Sonesta Anaheim, CA • Anaheim, CA

8d • $80,000 - $90,000

About The Position

The Front Office Manager sets the tone for Sonesta’s Service Culture and leads the daily operations of the Front Office staff. This guest-focused, achievement-oriented leader creates positive experiences for guests and team members, provides leadership, drives results, and implements 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. It oversees front-office operations, guest service, staffing, financial performance, and team development, while coordinating with other departments and corporate resources.

Requirements

• 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.
• High school graduation, some college, or equivalent.
• Supervisory experience required.
• At least 2 years of experience as a Front Desk or Front Office Manager.
• Ability to work variable days, including weekends and holidays, and variable shifts, including days, nights, and overnights.
• Ability to work ten- to twelve-hour shifts 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; 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.
• Promote teamwork and quality service through daily communication and coordination with departments such as housekeeping and maintenance.
• Ensure VIP guests receive a high-quality experience, including room inspections and arrival greetings.
• 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 in accordance with staffing guidelines and labor forecasts, adjusting them to meet business demands.
• Analyze guest satisfaction data and develop and implement plans to achieve established satisfaction goals.
• Coordinate projects requiring 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 supporting hotel objectives.
• Attract, hire, motivate, train, and equip team members to perform their duties effectively.
• Train staff on systems, hotel policies, security and cash handling procedures, service standards, and local laws.
• Conduct pre-shift meetings and review information pertinent 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.
• Handle employee issues professionally and promptly, ensuring employees are treated fairly and equitably.
• Collaborate with resources across departments and the corporate office.
• Motivate employees, foster a trusting environment, and support the well-being of the departments, hotel, and company.
• Lead by example with integrity and respect, and inspire the team to demonstrate Sonesta’s core values and guest service standards.
• Maintain high standards of personal appearance and grooming.

Benefits

• Medical, dental, and vision insurance.
• Health Savings Account (HSA) with company match.
• 401(k) retirement plan with company match.
• Paid vacation and sick time.
• Paid parental leave.
• Company-paid life insurance.
• Company-paid short-term and long-term disability.
• Hospital indemnity, critical illness, and accident insurance.
• Educational assistance.
• Sonesta hotel discounts.
• Additional perks and employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED