Assistant Front Office Manager

JOB OVERVIEW:
Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

• 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, local media)
• May serve as “manager on duty” as required.
• Regulatory agencies – regarding safety and emergency matters
• Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
• Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
• Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
• 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.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.
• 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. Assist in creating and implementing action plans to correct deficiencies.
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
• Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
• Guests – to ensure their total satisfaction
• Other contacts as needed (professional organizations, community groups, local media)
• 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.

• Carrying or lifting items weighing up to 50 pounds
• Frequently standing up behind the desk and front office areas
• Use a keyboard to operate various property management and reservations systems, etc.
• Handling various objects

• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• May be required to work nights, weekends, and/or holidays.
• 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

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