Front Office Manager

Sonesta International Hotels Corporation•Lihue, HI

6d•$81,990 - $91,100

About The Position

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect. Together We Thrive —bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting. Job Description Summary The Front Office Manager sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team. Sonesta managers are guest-focused (both internal and external), achievement-oriented leaders. The Front Office Manager manages the daily operations of the Front Office staff. The role’s primary responsibilities are to provide leadership, drive results, promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals. Job Description Principle duties and responsibilities (Essential Functions) include: Operational/Functional: Manage day-to-day operations to ensure quality and standards meet the expectations of the guests and employees including check-in/checkout processes. Promote teamwork and quality service through daily communication and coordination with other departments (including housekeeping and maintenance). Personally ensure VIPs receive a superb experience including room inspections and greeting upon arrival. Review resumes for arriving groups; organize and coordinates master accounts and group special requests. Maintain an appropriate inventory of supplies and operating equipment including ordering and receiving. Ensure all Sonesta safety and sanitation standards are adhered to. Respond to guest complaints and ensure proper follow-up is completed. Serve as “Manager on Duty” as required and respond to emergency situations as needed. Maintain high standards of personal appearance and grooming. Strategy and Planning: Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands. Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction scores. Coordinate projects that require floor condensing and room inventory changes. Financial Management: Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the Front Office. Manage staffing levels to ensure that guest service, operational needs and financial objectives are met. Maintain procedures for security of monies, credit and financial transactions, and guest security. Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel. Managing your Team: Attract, hire, and motivate your team. Ensure all staff is properly trained on systems, hotel policies, security and cash handling procedures, service standards, local laws and have the tools and equipment needed to effectively carry out their job functions. Conduct pre-shift meetings with staff and review all information pertinent to the day’s business. Monitor, measure, and recognize performance of employees, including promotion recommendations. Coach team by providing specific feedback to improve knowledge, skills and performance. Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner. Leading with Passion: Utilize and collaborate with resources across different departments and corporate office. Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture. Focus on the mission and well-being of the departments, hotel and company. Lead by example and operate with integrity and respect. Inspire your team to embrace and demonstrate Sonesta’s core values and guest service standards. Qualifications and Skills A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competence. 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 experience. Strong analytical and problem-solving skills. Strong supervisory and leadership skills. Extensive knowledge of hotel and hospitality industry. Proficient with Microsoft Word, Excel and PowerPoint. Education and Experience High school graduate, some college or equivalent. A 4-year college degree and at least 1 year of related experience is preferred. Supervisory experience required. You must have a minimum of 2 years’ experience as a Front Desk Manager. Experience in a hotel or a hospitality-related field preferred. Understanding of and previous experience in a union environment a plus.

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 experience.
Strong analytical and problem-solving skills.
Strong supervisory and leadership skills.
Extensive knowledge of hotel and hospitality industry.
Proficient with Microsoft Word, Excel and PowerPoint.
High school graduate, some college or equivalent.
Supervisory experience required.
You must have a minimum of 2 years’ experience as a Front Desk Manager.

Nice To Haves

A 4-year college degree and at least 1 year of related experience is preferred.
Experience in a hotel or a hospitality-related field preferred.
Understanding of and previous experience in a union environment a plus.

Responsibilities

Manage day-to-day operations to ensure quality and standards meet the expectations of the guests and employees including check-in/checkout processes.
Promote teamwork and quality service through daily communication and coordination with other departments (including housekeeping and maintenance).
Personally ensure VIPs receive a superb experience including room inspections and greeting upon arrival.
Review resumes for arriving groups; organize and coordinates master accounts and group special requests.
Maintain an appropriate inventory of supplies and operating equipment including ordering and receiving.
Ensure all Sonesta safety and sanitation standards are adhered to.
Respond to guest complaints and ensure proper follow-up is completed.
Serve as “Manager on Duty” as required and respond to emergency situations as needed.
Maintain high standards of personal appearance and grooming.
Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands.
Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction scores.
Coordinate projects that require floor condensing and room inventory changes.
Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the Front Office.
Manage staffing levels to ensure that guest service, operational needs and financial objectives are met.
Maintain procedures for security of monies, credit and financial transactions, and guest security.
Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel.
Attract, hire, and motivate your team.
Ensure all staff is properly trained on systems, hotel policies, security and cash handling procedures, service standards, local laws and have the tools and equipment needed to effectively carry out their job functions.
Conduct pre-shift meetings with staff and review all information pertinent to the day’s business.
Monitor, measure, and recognize performance of employees, including promotion recommendations.
Coach team by providing specific feedback to improve knowledge, skills and performance.
Ensure employees are treated fairly and equitably.
Handle employee issues in a professional and timely manner.
Utilize and collaborate with resources across different departments and corporate office.
Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.
Focus on the mission and well-being of the departments, hotel and company.
Lead by example and operate with integrity and respect.
Inspire your team to embrace and demonstrate Sonesta’s core values and guest service standards.