Director of Front Office

Sonesta Hotels International Corporation in; Cambridge (MA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Health Savings Account (HSA) with 401k

401(k) Retirement Plan with Company-Ma

Paid Vacation & Sick Time

Company-Paid Life Insurance

Company-Paid Short-Term & Long-Term DI

Hospital Indemnity, Critical Illness &

Educational Assistance

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta Hotels International Corporation is seeking a guest service-focused leader in Cambridge, MA. The role centers on delivering exceptional guest experiences, guiding front office operations, and upholding Sonesta Service Standards across shifts.

Responsibilities include scheduling, VIP handling, guest complaints, staff training, and coordinating with other departments to ensure smooth stays. The position offers a strong pay range and comprehensive benefits.

Responsibilities

• 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 meetings 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 these 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, ensure 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 guests.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure that all VIP's are pre-registered according to standards.
• Inspect VIP arrival room's daily, ensuring compliance to standards.
• Monitor VIP arrivals; greet and escort them to their room.
• Review resumes for arriving groups; organize and coordinate master accounts and group special requests.
• Check-in/out of guests in accordance to Sonesta Service Standards.
• Other duties as assigned.
• 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.

Job description

Sonesta Hotels International Corporation

We're Sonesta International Hotels-the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we're everywhere our guests need us to be.

But here's the thing-we're not just in the business of hotels, we're in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect-delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

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.

What you'll be doing

• 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 meetings 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 these 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, ensure 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 guests.
• 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.
• Check-in/out of guests in accordance to Sonesta Service Standards.
• Other duties as assigned.
• 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.

Anticipated Pay Range & Additional Job Information

$85k to $90k, and is eligible for a bonus plan. The Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here's a snapshot of what we offer:

• Health Savings Account (HSA) with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation & Sick Time
• Company-Paid Life Insurance
• Company-Paid Short-Term & Long-Term Disability
• Hospital Indemnity, Critical Illness & Accident Insurance
• Educational Assistance
• Sonesta Hotel Discounts (yes, you'll want to use these )
• Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.