Assistant Front Office Manager

Job Description Summary

The Assistant Front Office Manager’s primary function is to assist the Front Desk Manager and Director of Rooms with the daily operations of the front office. They will act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Front Desk Manager.

Job Description

Job Description

• Establish and maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk.
• Respond to all guests’ requests, problems, complaints, and accidents presented at the Front Desk or through Reservations in an attentive, courteous, and efficient manner.  Follow up to ensure guest satisfaction.
• Assist with the development of employee morale and ensure training of Guest Services personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Operate all Front Office computer system aspects, including software maintenance, report generation and analysis, and simple programming.
• Ensure implementation of all hotel policies and house rules.  Understand hospitality terms.
• Assist the front desk with check-ins and checkouts; confirm that all S.O.P.’s are correctly followed.
• Assist and supervise Front Desk with daily duties.
• Train new employees help to develop and implement training programs.
• Maintain a log of rooms in “out of order” status.
• Authorize and sign adjustments and paid-outs over the limit.
• Oversee discrepancy reports and monitor follow-through.
• Work closely with housekeeping regarding daily room status.
• Oversee Bell staff in the absence of a Supervisor.
• Confirm that front desk team members, Operators, and Belstaff complete all duties.
• Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway.
• Follow and enforce all hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Ensure the team understands and remains focused on contributing to the Guest Service and audit scores.
• Monitor all V.I.P.’s, special guests, and requests.
• Review Front Office daily log.
• Log all absenteeism and employee lateness.
• Block rooms for special groups.
• Participate in Room Inspection programs.
• A 2-year college degree and at least 2 years of related experience arerequired.
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours are sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• 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

Additional Job Information/Anticipated

Pay Range

Pay Range: $23.00/hr.-$24.00/hr. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• 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
• Critic