Job description
Job Description Summary
Front Office Supervisor will act as first line Front Desk support and assist in supervising all Front Office employees including but not limited to guest service agents, bellman, concierge, and PBX, to ensure superior guest standards and satisfaction are being followed. Front Office Supervisor will act as department trainer to ensure consistency in training is being followed and achieved. Front Office Supervisor will adhere to all brand standards and Model the way for employees.
Job Description
DUTIES AND RESPONSIBILITIES:
- Ensure all staff is properly trained on all front desk and PBX operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.
- Supervise Front Desk to ensure the delivery of superior guest services levels are exceeded for department by engaging guests and ensure customer satisfaction has been achieved.
- Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
- Supervisor will ensure effective Front Desk communication and information system are being completed through logs, department meetings, and interaction with the staff.
- Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
- Supervisor will provide service recovery as needed in order to ensure complete guest satisfaction and will respond to guest complaints or concerns in a prompt and professional manner.
- Deliver on the promise of Sonesta 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.
- Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
- Supervisor will support the department by checking guests in and out, issue room keys, provide information on hotel services and room location and answer phones in a prompt and courteous manner.
- Act as a role model through achieving high remarks through Trip Advisor, Upsells and Travel Pass sign ups.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- 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
- 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 REQUIREMENTS:
- High School diploma or equivalent required.
- Two years of previous hotel experience required.
- Previous background from the extended stay industry preferred.
- Ability to speak, read, and write fluent English; other languages beneficial.
- Professional verbal and written communication skills.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
- Problem solving, reasoning, motivating, organizational and training abilities preferred.
- Will be required to obtain a ServSafe certification.
- May be required to obtain a TIPS certification.
- Experience with Microsoft Office and Opera systems required.
- Valid driver’s license required.
- Frequently standing up, bending, climbing, kneeling, and moving about the facility.
- Carrying, lifting or pulling items weighing up to 50 pounds.
- Frequently handling objects and equipment.
- Will be required to work mornings, evening, weekends, and holidays.
Additional Job Description
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
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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