The Assistant Director of Front Office 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.
The Assistant Director of Front Office is responsible for managing the daily operations of the Front Office staff and for the leadership, effectiveness and productivity of the Front Office departments. The role's primary responsibility is to drive results, promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, meet and exceed productivity goals.
Sonesta managers are charged with providing strategic vision, ensuring tactical execution, and actively managing their department to achieve the company's revenue and profitability goals and objectives.
The ideal candidate has a passion for building and motivating teams that achieve results. Sonesta managers are guest-focused (both internal and external) and achievement-oriented leaders.
Job Description
Principle duties and responsibilities (Essential Functions) include:
Operational/Functional:
Manage day-to-day operations to ensure the quality and standards are meeting the expectations of the customers and employees.
Promote teamwork and quality service through daily communication and coordination with other departments.
Ensure all staff is properly trained on systems, hotel policies, security and cash handling procedures, service standards and have the tools and equipment needed to effectively carry out their job functions.
Ensure that Front Desk staff is trained on the activities of AM/PM shifts such as "House Set-up" and "Sell Out" procedures.
Monitor the check-in/check-out processes, ensuring agreement to hotel standards; anticipate critical situations and assist wherever necessary to help alleviate the pressure to assist guests expediently.
Ensure that all V.I.P.'s are pre-registered according to standards.
Inspect V.I.P. arrival rooms daily, ensuring compliance to standards.
Monitor V.I.P. arrivals; greet and escorts them to their room if necessary.
Review resumes for arriving groups; organize and coordinates master accounts and group special requests.
Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
Order, receive supplies and maintain inventory of supplies and operating equipment.
Ensure all Sonesta safety and sanitation standards are adhered to.
Manage hiring, training and promotion of all front office employees.
Maintain communication between front desk, housekeeping and maintenance.
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, retain, and motivate your team to uphold company standards and practices.
Ensure employees receive proper training applicable to their position and career aspirations in accordance with company policy and/or local laws.
Conduct pre-shift meetings with staff and review all information pertinent to the day's business.
Monitor, measure, and recognize performance of employees.
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 the 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 competency.
High school required; college degree strongly preferred.
Must have a minimum of 2 years' experience as a Front Office Manager in a hotel industry.
Understanding of and previous experience in a union environment a plus.
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.
Additional Job Information/Anticipated
Pay Range
Go Beyond @SonestaHotels
WHO WE ARE
We are an organization made up of people, thoughts and ideas - all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.
We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
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
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
