Front Office Experience Director

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 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.