Job Description Summary Direct the activities of the front office areas and housekeeping departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Job Description Key Job Functions Oversee front office and housekeeping departments, schedule, plan, and assign work, and develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies. Alert General Manager of potentially serious issues. Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction. Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions. Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests. Schedule and regularly conduct routine inspections of the front office and public areas and guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company. Develop action plans to correct deficiencies. Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals. Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. Prepare and submit statistical, performance, and forecast analyses and reports as required. Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy. Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business. Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs. Ensure training and procedures are in place for PBX to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Guest Relations, Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance. Interact with outside contacts: Guests – to ensure their total satisfaction Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc. Regulatory agencies – regarding safety and compliance matters Other contacts as needed (Professional organizations, community groups, local media) May serve as “manager on duty” as required. Perform other duties as assigned. 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. Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers. Ability to motivate and collaborate with multiple departments. Must read, write and speak the English language fluently. Strong Microsoft Office skills with emphasis on Excel.
Education and/or Experience
The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor’s degree (B.A.) from four-year college or university; with past experience in hospitality industry, thorough knowledge of Rooms Division or equivalent combination of education and experience is required.
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 regularly required to stand, walk, talk or hear. The employee is occasionally required to use hands, reach, stoop, kneel, crouch and crawl. The employee must occasionally lift and/or move up to 50 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. The noise level in the work environment is usually moderate. 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. At Sonesta, we value our team members as individuals who enhance our guests’ experiences with their unique skills and contributions. We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues. If you are interested in a career in some of the most impressive and beautiful surroundings in the world with generous benefits and perks, we hope you’ll get in touch with us. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.