Assistant Director of Front Office

Job Description Summary

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 corpora