Job Description Summary

Provides exceptional levels of guest service throughout guests' stay. Implement and train staff on new procedures, ensure that all front office quality standards are adhered to, increase communication levels within the hotel both with other departments as well as guests to ensure satisfaction.

Job Description

Assist in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet business demand. Assist in conducting pre-shift meeting with staff and review all information pertinent to the day’s business.Assign work duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations which compromise the department’s standards and delegate theses tasks.Ensure staff is using all Sonesta Service Standards.Must be actively involved in ongoing technical and personal service training on a daily basis.Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.Handle all guest complaints in a polite and professional manner.Assist staff with their job functions to ensure optimum service to guest.Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.Ensure that all V.I.P.'s are pre-registered according to standards.Inspect V.I.P. arrival room’s daily, ensuring compliance to standards.Monitor V.I.P. arrivals; greet and escort them to their room.Review resumes for arriving groups; organize and coordinate master accounts and group special requests.Active involvement in Revenue StrategyRequired to be a guest service ambassador, actively responding to social media and Medallia surveys.Check-in/out of guests in accordance to Sonesta Service Standards and supervising arrivals with bell/luggage staff and garage associates.Maintaining financial responsibility both weekly and monthly and understanding of the P&L review.Other duties and responsibilities may be assigned.  The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Additional Job Information/Anticipated

Pay Range

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 InsuranceHealth Savings Account with Company Match401(k) Retirement Plan with Company MatchPaid Vacation and Sick DaysSonesta Hotel DiscountsEducational AssistancePaid Parental LeaveCompany Paid Life InsuranceCompany Paid Short Term and Long Term Disability InsuranceVarious Employee Perks and DiscountsHospital IndemnityCritical Illness InsuranceAccident Insurance

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