Job Description Summary
Direct the activities of multiple departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to federal, state, and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.
Essential Duties & Responsibilities:
o Oversee front office and other departments, schedule, plan, and assign work, and develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
o Recommend and/or initiate salary, disciplinary, or other staffing/human resources- related actions in accordance with company rules and policies. Alert General Manager of potentially serious issues.
o Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
o Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
o Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.
o Schedule and regularly conduct routine inspections of the front office, public areas and other departments to ensure the appearance and cleanliness of such areas reflects highly on hotel, brand, and Company. Develop action plans to correct deficiencies.
o Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
o Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
o Prepare and submit statistical, performance, and forecast analyses and reports as required.
o Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy.
o Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.
o Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
o Ensure training and procedures are in place for PBX to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
o Promote teamwork and quality service through daily communications and coordination with other departments.
o Interact with outside guest contacts
o Guests- to ensure their total satisfaction
o Vendors- to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues
o Regulatory agencies- regarding safety and compliance matters
o Other contacts as needed (professional organizations, community groups, local media)
o May serve as “Manager On Duty” as required
o Perform other duties and projects as assigned
Additional Job Description
Sonesta recognizes that benefits play a vital role in helping ensure the health and financialsecurity of employees and their families. We offer a variety of benefits to our employees including:
- Health Benefits (Health & Dental Insurance)
- 401(k) Retirement Plan
- Sonesta Hotels & Other Outlets Discounts
- Paid Holidays
- Sick Days
- Educational Assistance
- Employee Recognition Programs
- Newborn & Adopted Child Leave
- Spousal & Domestic Partner Leave
- Life Insurance
- Short Term Disability
- Long term Disability
- Employee Referral Program
- Credit Union
- Direct Deposit
- Employee Activities & Events
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.