Service desk manager [h1.location_city]

Sonesta International Hotels

The 8th largest hotel company in the U.S.and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta's uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Job Description

Responsible for daily operations in the Front Office department. Provides exceptional levels of guest service throughout the guests' stay. Supervises and directs Office staff. Acts as the Manager on Duty and responds to emergency situations as needed. Implements and trains staff on new procedures; ensures that all Front Office staff Sonesta standards are adhered to.

Job Responsibilities

• Always adheres to Stay Safe with Sonesta safety standards.
• Ensures that quality services are rendered in meeting guest needs.
• Enforces standard procedures for the acceptance, security and return of guest lost and found items.
• Provides feedback on individual performance to management and disciplines staff in consultation with department head.
• Trains Front Office staff with emphasis on the activities of the AM / PM shifts such as "house set up" and sell out preparation.
• Communicates pertinent information to Front Office staff during and between shifts.
• Ensures that staff is performing to Sonesta Service Standards.
• Assists in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjusts schedule throughout the week to meet business demand.
• Assists in conducting of pre-shift meetings with staff and reviews all information pertinent to the day's business.
• Monitors the check-in / check-out processes, ensuring agreement to hotel standards; anticipates critical situations and assists wherever necessary to help alleviate the pressure and to assist guests expediently.
• Ensures all guest requests or complaints are logged in Hotsos and consistently monitored until closed.
• Handles all guest complaints in a polite and professional manner.
• Adheres to hotel requirements for guest / employee accidents or injuries and emergency situation protocols.
• Ensures that all V.I.P.'s are pre-registered according to standards.
• Inspects V.I.P. arrival rooms daily, ensuring compliance to standards.
• Monitors V.I.P. arrivals; greets and escorts them to their room if necessary.
• Reviews resumes for arriving groups; organizes and coordinates master accounts and group special requests.

Leading with Passion

Additional Job Information / Anticipated Pay Range

$68,400 to $76,000 and are eligible for a bonus plan. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience / overall experience.

Sonesta Hotel International 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 :

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, protected veteran status or other characteristics protected by law.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.