Director of Front Office Operations

Company: Sonesta International Hotels
Location: Cambridge
Posted on: May 12, 2022

Job Description:

DUTIES AND RESPONSIBILITIES:

• 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.
• Create processes and procedures to ensure the hotel is properly supplied with all guest amenities, all food and beverage outlets are meeting guest expectations, and the hotel is properly maintained and clean.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Manage the front office and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Responsible to manage all approvals, billing, and collections of hotel's Accounts Receivables.
• Prepare Month End Reporting for the preparation of hotel financial reports.
• Work closely with all housekeeping and laundry functions to ensure compliance with quality and brand standards in all areas of the hotel.
• Establish, implement, and inspect that procedures to ensure all guest rooms and public areas are clean and in proper condition to meet guest expectations and brand standards.
• Provide regular direction and manage hotel operations to establish and implement procedures to ensure routine inspections of all guest rooms/suites and public areas to ensure all are clean and/or in good repair.
• Ensure the proper process is in place to manage and report on department expenses.
• Work with the General Manager on the identification of budget variances within the Front Desk Office.
• Purchase and/or requisition for the inventory to ensure adequate minimum and maximum stocks of all materials and equipment.
• Ensure the proper process is in place to manage and report on the human resources and benefits programs within the Front Office. This includes the recruiting, onboarding, training, ongoing performance management, and offboarding of all Front Office associates.
• Ensure the proper process is in place to manage and report on the proper use, maintenance and location of all information technology hardware and software provided to the Front Office.
• Ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel. This includes the proper use of any platforms and/or programs to leverage purchasing power and the analysis of hotel spending to identify efficiencies.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Enforce hotel standards, policies, and procedures are in place within the operations departments.
• Act as "Manager on duty" as required.
• Regularly sell hotel rooms through direct client contact.
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned. QUALIFICATIONS AND REQUIREMENTS:
  • Bachelor's degree in Hotel Administration, Business Administration or related field preferred.
  • Two years of previous supervisory experience preferred.
  • 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.
  • Problem solving, reasoning, motivating, organizational and training abilities.
  • Ability to prioritize and organize work assignments.
  • Experience with Microsoft Office and Opera systems preferred.
  • Ability to travel including some overnight travel is required.
  • Valid driver's license required.
  • Frequently standing up, bending, climbing, kneeling, and moving about the facility 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 and Various Employee Perks and Discounts.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.

Keywords: Sonesta International Hotels, Cambridge , Director of Front Office Operations, Administration, Clerical , Cambridge, Massachusetts