Front Office Manager

Sonesta International Hotels; New Orleans (LA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

401(k) Retirement Plan with Company 
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Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Disability Insurance

Job summary

Sonesta International Hotels is seeking an Evening Manager on Duty to supervise front office operations and ensure exceptional guest service. This role requires acting as MOD, coordinating with departments, and overseeing VIP arrivals and concierge services.

The candidate should have 1-year certificate or equivalent, familiarity with Opera PMS, and strong communication skills. Bi-lingual abilities are a plus; professional appearance is expected.

Qualifications

• One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experience.
• Knowledge of Opera and internet software preferred.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Responsibilities

• Act independently as MOD, covering evening shifts.
• Supervise all front office staff including front desk, communications, uniform services and concierge.
• Offer MOD support to other unsupervised departments as needed.
• Act as Travel pass champion.
• Distribute minutes and conduct Manager’s Meeting.
• Oversee VIP arrivals and provide VIP escorts as needed.
• Monitor guest challenges and liaise with other departments to ensure guest satisfaction.

Skills

Guest service

Communication skills

Team supervision

Customer conflict resolution

Bi-lingual communication

Professional appearance

Education

One year certificate or equivalent

Tools

Opera PMS

Job description

We’re 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.

Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

The Front Office Manager acts as Front Office management presence in covering Manager on Duty (MOD) shifts. This position is for the evening Manager on Duty. This position will require close cooperation with all hotel departments emphasizing guest service and satisfaction. Supervision of all front office line staff would be a primary focus.

Job Description

Principle duties and responsibilities (Essential Functions) include:

• Act independently as MOD, covering evening shifts.
• Supervise all front office staff including front desk, communications, uniform services and concierge.
• Offer MOD support to other unsupervised departments as needed.
• Act as Travel pass champion.
• Distribute minutes and conduct Manager’s Meeting.
• Oversee VIP arrivals.
• Perform VIP Escorts.
• Act as Lobby Ambassador
• Track and follow up on in-house guest challenges.
• Resolve guest related issues.
• Liaison with other departments to ensure guest satisfaction.
• Assist with post-stay guest follow up.
• Perform Property rounds.
• Act as Front Office representative during Pre-Cons.
• Monitor and coordinate concierge requests.
• Provide site tours of the hotel.
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
• Perform 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.
• Deliver Passionate & Engaging Service to our Guests
• You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
• You will consistently deliver our GUEST model:

• Greet or welcome everyone, warmly with a smile
• Use eye and ear contact and guest’s name
• Establish/anticipate needs
• Solve and own all requests/complaints
• Thank everyone

Qualifications And Skills

• One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experience
• Knowledge of Opera and internet software preferred
• Ability to read and comprehend simple instructions, short correspondence and memos
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Track record of delivering exceptional guest or client experience
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Bi-Lingual communications skills a plus
• Strong communication skills
• Appropriate professional appearance and demeanor

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job

The noise level in the work environment is usually moderate.

Pay Range

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

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.