Front Desk Manager - Sonesta Suites Scottsdale Gainey Ranch

Job Description Summary

The Front Desk Manager oversees all front desk operations, including guest check-ins and check-outs, room assignments, guest services, inquiries, and issue resolution. This role ensures efficient procedures, supervises the front desk team, and upholds high standards of guest satisfaction. Additionally, the manager provides leadership, drives performance, and implements property-wide strategies to enhance the guest experience, reduce employee turnover, manage budgets, and achieve productivity goals. This position reports directly to the General Manager and plays a key role in ensuring the smooth day-to-day operations of the property.

Job Description

Principal duties and responsibilities (Essential Functions): 

Operational/Functional:

• Deliver on the promise of Sonesta A+Service in all interactions with guests and clients.  Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. 
• Manage day-to-day operations to ensure quality and standards meet the expectations of both guests and employees, including check-in and check-out processes.
• Promote teamwork and quality service through daily communication and coordination with other departments, including Housekeeping, Maintenance, Food & Beverage, and Sales.
• 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.
• Oversee gift shop operations, ensuring inventory is properly managed and the space remains visually appealing, while supporting sales and revenue goals.
• 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 staff are properly trained on systems, hotel policies, security and cash handling procedures, service standards, local laws and have the tools and equipment needed to effectively carry out their job functions.
• Conduct pre-shift meetings with staff and review all information pertinent to the day’s business.
• Monitor, measure, and recognize performance of employees, including promotion recommendations.
• 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 corporate office.
• Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.
• Focus on the mission and well-being of the departments, hotel and company.
• Lead by example and operate with integrity and respect.
• Inspire your team to embrace and demonstrate Sonesta’s core values and guest service standards.

Education and Experience:

• High school diploma required, some college coursework or equivalent experience preferred.
• A 4-year college degree is preferred, along with at lea