Front Office Manager

Sonesta Hotels • Baltimore, MD

125d

About The Position

Manage the activities of the Assistant Front Office Manager, Guest Service Agents and Bell Staff ensuring that guests receive prompt, professional attention and personal recognition. Adhere to: federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements; all brand standards; desk merchandising; and other local policies and procedures.

Requirements

• Bachelor's degree in Hotel Management, Business Administration or related field plus one or more years of front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.
• Must speak fluent English. Other languages preferred.
• Ability to frequently stand up behind the desk and front office areas.
• Ability to use a keyboard to operate various property management and reservations systems.
• Ability to carry, push, or lift items weighing up to 100 pounds.
• Strong communication skills for interacting with customers, employees, and third parties.
• Reading and writing abilities for completing paperwork and management reports.
• Mathematical skills including basic math, budgeting, profit/loss concepts, percentages, and variances.
• Problem solving, reasoning, motivating, organizational and training abilities.

Nice To Haves

• Experience in a large, fairly complex full-service hotel.
• Experience with Priority Club Accounts and VIP guests.

Responsibilities

• Manage all aspects of bell services including door and luggage services, as well as front desk operations for assigned shift.
• Schedule employees to ensure proper coverage and assigned posts and duties.
• Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures.
• Alert management of potentially serious issues.
• Ensure all staff is properly trained in service expectations, hotel facilities and services, local directions, safety procedures, etc.
• Ensure guests receive prompt, professional service and are greeted upon arrival.
• Respond appropriately to guest complaints and implement appropriate service recovery gestures.
• Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives.
• Manage labor costs and expenses within budget.
• Establish and maintain procedures for securing, tagging, and storing guest luggage in an orderly manner.
• Establish and implement luggage-handling procedures for tour arrivals and departures.
• Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
• Conduct routine inspections of the front office and public areas to ensure appearance reflects highly on the hotel.
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Interact with outside contacts: Guests, regulatory agencies, and other contacts as needed.
• May serve as 'manager on duty' as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: Bachelor's degree