Complex Director of Rooms

Job Description Summary

Responsible for overseeing front office service to hotel guests. Oversees the Front Office Manager and collaborates with him/her on directing the Front Desk and Shuttle operations. Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of guest complaints are taking place. Works with the General Manager on ensuring that all Sonesta Standards and hotel programs in the Front office are up to set standards.

Job Description

• Works with Front Desk and Driving team to ensure highest level of service, efficient operations and compliance .
• Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.
• Monitors, reconciles and communicates accurate occupancy information to all hotel departments
• Supervises all Front Office Manager, Assistant Front Office Managers, Front Desk Agents, Drivers and offers guidance and support to entire supervisory and line team.
• Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately
• Monitors Service scores and praises or holds department managers accountable for performance
• Monitors and manages labor in all areas
• Mentors and develops Managers and helps them identify career paths
• Works closely with other department heads for any needs in any of the Front Office
• Monitors and ensures adherence to all Sonesta Brand Standards
• Works with General Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goals
• Ensures all daily tasks at the F.O. are being completed and assisting if necessary
• Oversees training of all Front Office
• Evaluates individual Manager performance, determining improvement and training needs and advancement requirements
• Develops departmental incentive and staff motivation programs
• Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
• Ensures accurate department attendance records
• Ensures each department operates with sufficient inventories of needed supplies
• Works with Catering Managers, and Sales Managers to satisfy all special group requests
• Ensures the provision of all appropriate information and collateral materials to package guests
• Ensures accurate communication of information to guest regarding all hotel facilities and operating hours
• Attends and participates in departmental meetings for all Front Office Areas
• Ability to make decisions on imperfect information
• Oversees all departmental; budgets, forecasts and schedules
• Keeps the General Manager appraised of all significant happenings in both the Front Office
• Attends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the hotel
• Holds monthly department meetings designed to provide necessary contact and operating information.
• Other duties as assigned

Supporting Functions and Responsibilities

• Promotes and applies teamwork skill at all times
• Notifies appropriate individual promptly and fully of all problems and/or unusual matters of significance
• Is polite, friendly, and helpful to all guests, management and fellow employees
• Maintains cleanliness and excellent condition of equipment and work area
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Complies with hotel standards, policies and rules
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Additional Job Information/Anticipated

Pay Range

Pay range: $70K-$80K/yr. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/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