Front Office Manager

* Manage day-to-day operations and assignments of the front office staff including concierge, uniform services and schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.* Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.* Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.* Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.* Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies.* Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc.* Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.* Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy* Establish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.* Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes, and specifications.* Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.* Interact with outside contacts: + Guests – to ensure their total satisfaction + Regulatory agencies – regarding safety and emergency matters + Other contacts as needed (professional organizations, community groups)* You will consistently deliver our GUEST model: + **G**reet or welcome everyone, warmly with a smile + **U**se eye and ear contact and guest’s name + **E**stablish/anticipate needs + **S**olve and own all requests/complaints + **T**hank everyone* Perform other duties as assigned.QUALIFICATIONS AND REQUIREMENTS* Frequently standing up behind the desk and front office areas* Carrying or lifting items weighing up to 50 pounds* Handling various objects* Use a keyboard to operate various property management and reservations systems, etc.* Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.* Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training .* Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.* Problem solving, reasoning, motivating, organizational and training abilities are used often.* Ability to travel to attend workshops, specialized training and/or certifications, etc.* May be required to work nights, weekends, and/or holidays.* Food and Beverage Discount* RRSP Match* Drycleaning* Competitive Medical and dental benefits* Competitive Extended health care coverage* Various employee perks and benefits* Tuition reimbursement* Employee Assistance Program* Competitive Short- and Long-term disability program* Paid vacation* Paid sick days* Employee discounted hotel rate- for all Brands within the company* Food and Beverage Discount* RRSP Match* Tool and shoe reimbursement* Competitive Medical and dental benefits* Competitive Extended health care coverage* Various employee perks and benefits* Tuition reimbursement* Employee Assistance Program* Competitive Short term disability* program* Paid vacation* Paid sick days* Employee discounted hotel rate- for all Brands within the company* Food and Beverage Discount* Employee discounted hotel rate* Tool and shoe reimbursement* Various employee perks and benefits* Employee Assistance ProgramAt Sonesta, we value our team members as individuals who enhance our guests’ experiences with their unique skills and contributions. We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues. If you are interested in a career in some of the most impressive and beautiful surroundings in the world with generous benefits and perks, we hope you’ll get in touch with us.
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