Front Desk Supervisor

Job Description Summary

The Front Desk Supervisor assists Front Office management with coordination of front office activities of the hotel, with an emphasis on guest service and satisfaction. Supervises front office line staff in the absence of a manager

Job Description

• Key Job Functions

• Act as MOD in the absence of a manager

• Prepare Sonesta Daily Flash and oversee VIP arrivals

• Perform VIP Escorts

• Act as Lobby Ambassador

• Assist Front Desk, PBX and Bell Staff at busy times

• Track and follow up on in -house guest challenges

• Resolve guest related issues

• Liaison with other departments to ensure guest satisfaction

• Assist with post stay guest follow up

• Perform Property rounds

• Attend daily Managers Meeting and Pre-Cons

• Monitor and Coordinate Virtual concierge requests

• Provide site tours of the hotel

• Posts charges such as room, parking, food, liquor or telephone to ensure collection of revenue

• Assist in reservations or PBX as needed

• Deliver Passionate & Engaging Service to our Guests

• You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations

• You will consistently deliver our GUEST model:

• Greet or welcome everyone, warmly with a smile

• Use eye and ear contact and guest's name

• Establish/anticipate needs

• Solve and own all requests/complaints

• Thank everyone

• Build solid relationship with your Colleagues

• Treat colleagues with respect and dignity

• Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Track record of delivering exceptional guest or client experience
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Strong communication skills
• Knowledge of Opera and internet software preferred
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Education and/or Experience

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Moderate Noise Levels

Additional Job Information/Anticipated

Pay Range

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
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.