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About the Role

Assist in managing all aspects of front office areas, including 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.

Responsibilities

• Act independently as MOD, covering morning and evening shifts.
• Supervise all front office staff including front desk, communications, uniform services and concierge.
• Offer MOD support to other unsupervised departments as needed.
• Act as Travel pass champion.
• Distribute minutes and conduct Manager’s Meeting.
• Oversee VIP arrivals.
• Perform VIP Escorts.
• Act as Lobby Ambassador
• Track and follow up on in-house guest challenges.
• Resolve guest related issues.
• Liaison with other departments to ensure guest satisfaction.
• Assist with post-stay guest follow up.
• Perform Property rounds.
• Act as Front Office representative during Pre-Cons.
• Monitor and coordinate concierge requests.
• Provide site tours of the hotel.
• Deliver Passionate & Engaging Service to our Guests.
• Greet or welcome everyone, warmly with a smile.
• Use eye and ear contact and guest’s name.
• Establish/anticipate needs.
• Solve and own all requests/complaints.
• Thank everyone.
• Build solid relationship with your Colleagues.
• Treat colleagues with respect and dignity.
• Other duties and responsibilities may be assigned.
• The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Requirements

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Track record of delivering exceptional guest or client experience.
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Appropriate professional appearance and demeanor.
• Knowledge of Opera and internet software preferred.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Bi-Lingual communications skills a plus.
• Strong communication skills.
• Required to obtain Fire Life Safety Director Certification for Sonesta property within the 180 days of employment.

Skills

• Opera
• Internet software
• Communication skills
• Bi-Lingual communications skills

Experience Level

• Six months to one year related experience and/or training

Education Level

• Associate's degree (A. A.) or equivalent from two-year College or technical school

Salary/Compensations

• Hourly Compensation Range: $28.46 - $31.25

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

About the Company

• We’re Sonesta International Hotels.
• The 8th largest hotel company in the U.S.—and growing fast.
• An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be.
• Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.
• Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Equal Opportunity

• Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.