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
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