Hotel Operations Manager (Front Office/Housekeeping)

Sonesta Hotels•New York, NY

5d•$70,000 - $72,000

About The Position

Operations Manager is an important role to the hotel success. This is a managerial role that requires leadership skills and flexibility to support a number of areas in the hotel including Housekeeping and Front Desk. Will be required to work mornings, evening, weekends, and holidays Job Description Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information. Responsible for the supervision of the security of cash, credit card transactions, and guest information. Work with the hotel's property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions. Ensure guest special requests are fulfilled and proper delivery of guest services is delivered. Respond to guest complaints or concerns in a prompt and professional manner. Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up. Inspect all assigned suites and public areas to ensure furnishings, guest suites, equipment, linens, and public areas are clean and in good repair to meet guest expectations. Assist with training of employees and ensuring that they have the tools and equipment needed to effectively carry out their respective job duties. Assist with scheduling and room cleaning assignments to ensure proper coverage. Partner with the Housekeeping Manager to inventory and maintain par levels for linen and room supplies. Monitor commercial laundry supplies and equipment to ensure they are sufficient and in working order. Manage procedures of lost and found items. Perform other duties as assigned. Ensure compliance with federal, state and local laws regarding health and safety services.

Requirements

High School diploma or equivalent required.
Two years of previous hotel experience required.
Previous experience in managing a unionized workforce.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem solving, reasoning, motivating, organizational and training abilities preferred.
Experience with Microsoft Office and Opera systems.
Frequently standing up, bending, climbing, kneeling, and moving about the facility.
Carrying, lifting or pulling items weighing up to 50 pounds.
Frequently handling objects and equipment.
Will be required to work mornings, evening, weekends, and holidays.
Required to obtain Fire Life Safety Director Certification for Sonesta property within the 180 days of employment.

Responsibilities

Deliver on the promise of Sonesta Service in all interactions with guests and clients.
Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
Responsible for the supervision of the security of cash, credit card transactions, and guest information.
Work with the hotel's property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Respond to guest complaints or concerns in a prompt and professional manner.
Register guests, issue room keys, provide information on hotel services and room location.
Answer phones in a prompt and courteous manner.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Inspect all assigned suites and public areas to ensure furnishings, guest suites, equipment, linens, and public areas are clean and in good repair to meet guest expectations.
Assist with training of employees and ensuring that they have the tools and equipment needed to effectively carry out their respective job duties.
Assist with scheduling and room cleaning assignments to ensure proper coverage.
Partner with the Housekeeping Manager to inventory and maintain par levels for linen and room supplies.
Monitor commercial laundry supplies and equipment to ensure they are sufficient and in working order.
Manage procedures of lost and found items.
Perform other duties as assigned.
Ensure compliance with federal, state and local laws regarding health and safety services.