What are the responsibilities and job description for the Front Office Manager position at Sonesta?
Overview
Department: Front Office
Reports to: General Manager; Assistant General Manager; Guest Care Manager
Direct Reports: Front Desk Clerk; Night Auditor
SUMMARY:
Responsible for the overall operation of the Front Desk, which includes room rental, reservation management, associate staffing, training, recordkeeping, report preparation, and guest relations to provide the best possible quality service. Acts as property manager on duty when assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals.
Perform quality assurance (QA) requirements for assigned areas.
Assists in interviewing, hiring, orientation, and training new front desk associates and newly promoted associates.
Plans, schedules, assigns, directs, and reviews associate’s work.
Reviews and approves direct report’s time and attendance records.
Assists General Manager with appraising job performance; recognizes and rewards associates as appropriate.
Assists General Manager with counseling, disciplining, and making recommendations for dismissals.
Schedule and assure correct staffing levels to meet demands of guests and associates.
Fulfills Manager on Duty shifts
Works with counterparts within hotels and at other hotels to coordinate efforts to maximize hotel profitability.
Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
Supervise associates, coordinate and participate in all front desk activities and responsibilities.
Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed.
Coordinates with other department managers concerning equipment and supplies needed.
Answers guest’s questions on charges; attempt to resolve problems to guest satisfaction.
Coordinates with departments concerned on discrepancies in room status.
Register guests, assign rooms, & issue room keys.
Make courtesy call to guests to assure their complete satisfaction with their room, etc.
Schedule and make Wake-up calls.
Receive and transmit messages.
Keep records of occupied rooms and guests’ accounts.
Make and confirm reservations.
Present statements and collect payments from departing guests.
Receives, records, investigates, and acts on guest complaints as well as compliments and commendations.
Initiates compliments or misconduct notices and follows-up with GM and/or AGM.
Schedule dry cleaning service, post to guest folio and deliver to guest rooms.
Perform administrative functions for guests, i.e., faxing, coping, mailing, over-night mail service, and other clerical duties.
Implement, monitor and carryout brand-specific guest loyalty program.
Clean and maintain organized work area. Stock all printers and restock any guest supplies needed at front desk.
Clean, organize, and maintain lobby area (news papers, coffee table, clean doors, windows, etc. as necessary).
Post grocery-shopping tickets.
Coordinate meeting room schedule and functions; booking and quoting dates; coordinating with other departments; food and beverage setups including coordinating the room facility, setups and breakdown.
Posting charges and expenses to the folio for the meeting room for guests.
Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.).
Verify bucket-check against computer information.
Count drawers, make deposit drop verified by witness, and run initials.
Close and balance shift.
Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stay-overs, and special requirements for amenities.
Perform daily shift checklist.
Document all maintenance related requests in the InterMountain-approved web-based tracking system.
May perform housekeeping and minor maintenance duties as needed or requested by management.
Remain highly visible and be readily available for guests at all times.
Take initiative to offer assistance or answer questions throughout the hotel.
Maintain proper administration of key control.
Willingness and ability to train new associates.
Thoroughly understand and implement the Brand service culture.
Perform all shift checklist responsibilities.
Support team members to ensure the team’s entire workload is completed daily.
May be asked to operate a motor vehicle in the course of running errands for the hotel.
Perform other duties as required.
SUPERVISORY RESPONSIBILITIES:
Direct supervision over Front Desk Clerk, Night Auditor, and other positions, as directed by the General Manager.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.
Education and/or Experience:
High School diploma or GED required.
One year related experience and/or training preferred.
Supervisory experience and/or training preferred.
Knowledge, Skills and Abilities:
Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.
Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property.
Ability to communicate effectively verbally and in writing and excellent telephone skills.
Ability to work in a fast-pace, high-energy and demanding work environment.
Good knowledge of hotel operations or ability to learn quickly.
Ability to work as a team player with all levels of associates.
Dedicated, hard-working, self-motivated.
Good management and supervisory skills.
Good time management skills; ability to prioritize and coordinate details; ability to multi-task.
Flexibility to adjust work priorities as necessary.
Practice safety standards at all times.
Computer skills required.
Skill in operation of tools and equipment listed below.
Complete knowledge of Emergency Equipment Manual, i.e., utility and water shutoff equipment, fire alarm system/panel and emergency procedures, etc.
SPECIAL REQUIREMENTS:
Prompt and regular attendance.
Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required.
Comply with hotel and/or department uniform and professional behavior and appearance standards.
Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff.
Participate in all mandatory job training and meetings.
Ability to successfully complete brand standard training including brand service training.
Adhere to property policies and procedures, the Employee Handbook, and/or other property and IMM documents.
Immediately report any suspicious activities by guests or others.
On-call status required.
EQUIPMENT OPERATED:
Computer, fax and copy machine
Multi-line telephone console
Commercial coffee machine
Ozone machines
Vacuum cleaner; Shopvac
Fire Alarm Panel
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.
While performing the duties of this job, the associate is occasionally required to sit; regularly use hands to handle, or feel objects, tools, or controls; and talk and hear.
The associate is regularly required to stand, walk, and reach with hands and arms.
The associate must frequently lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
The noise level in the work environment is usually moderate.
SELECTION GUIDELINES:
Formal application, rating of education and experience; oral interview; reference and other background checks, and job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. The job description does not constitute an employment agreement between the employer and associate and is subject to change
Reports to: General Manager; Assistant General Manager; Guest Care Manager
Direct Reports: Front Desk Clerk; Night Auditor
SUMMARY:
Responsible for the overall operation of the Front Desk, which includes room rental, reservation management, associate staffing, training, recordkeeping, report preparation, and guest relations to provide the best possible quality service. Acts as property manager on duty when assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and Brand goals.
Perform quality assurance (QA) requirements for assigned areas.
Assists in interviewing, hiring, orientation, and training new front desk associates and newly promoted associates.
Plans, schedules, assigns, directs, and reviews associate’s work.
Reviews and approves direct report’s time and attendance records.
Assists General Manager with appraising job performance; recognizes and rewards associates as appropriate.
Assists General Manager with counseling, disciplining, and making recommendations for dismissals.
Schedule and assure correct staffing levels to meet demands of guests and associates.
Fulfills Manager on Duty shifts
Works with counterparts within hotels and at other hotels to coordinate efforts to maximize hotel profitability.
Strives to increase the level of guest satisfaction by delivery of an improved product through employee development and quality image.
Assists and/or leads revenue management with the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.
Supervise associates, coordinate and participate in all front desk activities and responsibilities.
Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed.
Coordinates with other department managers concerning equipment and supplies needed.
Answers guest’s questions on charges; attempt to resolve problems to guest satisfaction.
Coordinates with departments concerned on discrepancies in room status.
Register guests, assign rooms, & issue room keys.
Make courtesy call to guests to assure their complete satisfaction with their room, etc.
Schedule and make Wake-up calls.
Receive and transmit messages.
Keep records of occupied rooms and guests’ accounts.
Make and confirm reservations.
Present statements and collect payments from departing guests.
Receives, records, investigates, and acts on guest complaints as well as compliments and commendations.
Initiates compliments or misconduct notices and follows-up with GM and/or AGM.
Schedule dry cleaning service, post to guest folio and deliver to guest rooms.
Perform administrative functions for guests, i.e., faxing, coping, mailing, over-night mail service, and other clerical duties.
Implement, monitor and carryout brand-specific guest loyalty program.
Clean and maintain organized work area. Stock all printers and restock any guest supplies needed at front desk.
Clean, organize, and maintain lobby area (news papers, coffee table, clean doors, windows, etc. as necessary).
Post grocery-shopping tickets.
Coordinate meeting room schedule and functions; booking and quoting dates; coordinating with other departments; food and beverage setups including coordinating the room facility, setups and breakdown.
Posting charges and expenses to the folio for the meeting room for guests.
Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.).
Verify bucket-check against computer information.
Count drawers, make deposit drop verified by witness, and run initials.
Close and balance shift.
Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stay-overs, and special requirements for amenities.
Perform daily shift checklist.
Document all maintenance related requests in the InterMountain-approved web-based tracking system.
May perform housekeeping and minor maintenance duties as needed or requested by management.
Remain highly visible and be readily available for guests at all times.
Take initiative to offer assistance or answer questions throughout the hotel.
Maintain proper administration of key control.
Willingness and ability to train new associates.
Thoroughly understand and implement the Brand service culture.
Perform all shift checklist responsibilities.
Support team members to ensure the team’s entire workload is completed daily.
May be asked to operate a motor vehicle in the course of running errands for the hotel.
Perform other duties as required.
SUPERVISORY RESPONSIBILITIES:
Direct supervision over Front Desk Clerk, Night Auditor, and other positions, as directed by the General Manager.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.
Education and/or Experience:
High School diploma or GED required.
One year related experience and/or training preferred.
Supervisory experience and/or training preferred.
Knowledge, Skills and Abilities:
Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc.
Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property.
Ability to communicate effectively verbally and in writing and excellent telephone skills.
Ability to work in a fast-pace, high-energy and demanding work environment.
Good knowledge of hotel operations or ability to learn quickly.
Ability to work as a team player with all levels of associates.
Dedicated, hard-working, self-motivated.
Good management and supervisory skills.
Good time management skills; ability to prioritize and coordinate details; ability to multi-task.
Flexibility to adjust work priorities as necessary.
Practice safety standards at all times.
Computer skills required.
Skill in operation of tools and equipment listed below.
Complete knowledge of Emergency Equipment Manual, i.e., utility and water shutoff equipment, fire alarm system/panel and emergency procedures, etc.
SPECIAL REQUIREMENTS:
Prompt and regular attendance.
Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required.
Comply with hotel and/or department uniform and professional behavior and appearance standards.
Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff.
Participate in all mandatory job training and meetings.
Ability to successfully complete brand standard training including brand service training.
Adhere to property policies and procedures, the Employee Handbook, and/or other property and IMM documents.
Immediately report any suspicious activities by guests or others.
On-call status required.
EQUIPMENT OPERATED:
Computer, fax and copy machine
Multi-line telephone console
Commercial coffee machine
Ozone machines
Vacuum cleaner; Shopvac
Fire Alarm Panel
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions.
While performing the duties of this job, the associate is occasionally required to sit; regularly use hands to handle, or feel objects, tools, or controls; and talk and hear.
The associate is regularly required to stand, walk, and reach with hands and arms.
The associate must frequently lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
The noise level in the work environment is usually moderate.
SELECTION GUIDELINES:
Formal application, rating of education and experience; oral interview; reference and other background checks, and job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. The job description does not constitute an employment agreement between the employer and associate and is subject to change
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