Front Office Manager

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.

Job Description Summary

The Front Office Manager 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. Sonesta managers are guest-focused (both internal and external), achievement-oriented leaders.

The Front Office Manager manages the daily operations of the Front Office staff. The role’s primary responsibilities are to provide leadership, drive results, promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals

Job Description

Work Environment

The person in this role works mostly in a service environment, with some office time reserved for administrative tasks.

Physical Demands

• The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently.
• The person in this role may be carrying, lifting or pulling items weighing up to 50lbs and pushing and/or pulling approximately 200lbs.
• The person in this role will be frequently standing and moving about the hotel.

Expected Hours of Work

• Must be flexible to work variable days of the week to include weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights).
• Ten to twelve hour shifts sometimes required.

Education and Experience

• High school graduate, some college or equivalent.
• A 4-year college degree and at least 1 year of related experience preferred.
• Supervisory experience required.
• Must have a minimum of 2 years’ experience as a Front Desk Manager.
• Experience in a hotel or a hospitality-related field preferred.
• Understanding of and previous experience in a union environment a plus.

Principle duties and responsibilities (Essential Functions) include: 

• Operational/Functional:
  • Manage day-to-day operations to ensure quality and standards are meeting the expectations of the guests and employees including check in/checkout processes.
  • Promote teamwork and quality service through daily communication and coordination with other departments (including housekeeping and maintenance).
  • Personally ensure VIPs receive a superb experience including room inspections and greeting upon arrival.
  • Review resumes for arriving groups; organize and coordinates master accounts and group special requests.
  • Maintain appropriate inventory of supplies and operating equipment including ordering and receiving.
  • Ensure all Sonesta safety and sanitation standards are adhered to.
  • 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, hire, and motivate your team.
  • Ensure all s