What are the responsibilities and job description for the Front Office Manager position at reitmr?
Job Description Summary Manage the activities of the Assistant Front Office Manager, Guest Service Agents and Bell Staff ensuring that guests receive prompt, professional attention and personal recognition. Adhere to: federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements; all brand standards; desk merchandising; and other local policies and procedures. Job Description DUTIES AND RESPONSIBILITIES: Manage all aspects bell services including door and luggage services, as well as of front desk operations for assigned shift. Schedule employees to ensure proper coverage and assigned posts and duties. Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues. Ensure all staff is properly trained in service expectations, hotel facilities and services, local directions, safety procedures, etc. and have the tools and equipment needed to effectively carry out their job functions. Ensure guests receive prompt, professional service and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution. Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget. Establish and maintain procedures for securing, tagging, and storing guest luggage in an orderly manner. Establish and implement luggage-handling procedures for tour arrivals and departures. Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications. Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. Throughout shift conduct routine inspections of the front office (including guest entrance and bell staff areas) and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance. Interact with outside contacts: Guests – to ensure their total satisfaction Regulatory agencies – regarding safety and emergency matters Other contacts as needed (professional organizations, community groups, local media) May serve as “manager on duty” as required. Perform other duties as assigned including assisting staff with their job functions during peak periods. ACCOUNTABILITY: This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Additional Job Information/Anticipated Pay Range Qualifications and Requirements: Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years of front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred. This job requires ability to perform the following: Frequently standing up behind the desk and front office areas Use a keyboard to operate various property management and reservations systems, etc. Carrying, pushing, or lifting items weighing up to 100 pounds Handling objects, products and computer equipment Other: Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently. Problem solving, reasoning, motivating, organizational and training abilities are used often. May be required to work nights, weekends, and/or holidays. The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. 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.
