JOB OVERVIEW: Manage the activities of the front desk department, housekeeping department, security, and guest services. Adhere to: federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements; all brand standards; desk merchandising; and other local policies and procedures.
Job Description
DUTIES AND RESPONSIBILITIES:
Review weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet business demand.
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 these tasks.
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.
Anticipate guests’ needs. Respond promptly and acknowledge all guests, however busy and whatever time of day. Handle all guest complaints in a polite and professional manner.
Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and “walk” guests, following hotel policies and procedures.
Review previous night’s no-shows, verify and ensure billing of such.
Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
Identifies training needs, develops formal training plans and implements training sessions. Must be actively involved in ongoing technical and personal service training on a daily basis.
Responsibility for maintaining standards to ensure facilities and equipment are well maintained.
Ensure staff is using all Sonesta Service Standards.
Assist staff with their job functions to ensure optimum service to guest.
Conducts such functions as interviewing, orientation, hiring, performance appraisal, coaching, counseling, training and suspending if necessary, to ensure appropriate staffing and productivity. Consults with other Department Heads, Human Resources Director and General Manager as appropriate.
Conducts comprehensive monthly departmental meetings to include review of procedures of events which warrant special handling and detailed information.
Controls and analyses, on an on-going basis, Rooms Division costs to ensure performance against budget.
Participates in the preparation of the hotel’s Strategic Plan, Marketing Plan and Goals Program. Prepares the Rooms Division budget.
Monitors and controls the inventories for operating equipment and supplies.
Monitors and controls the Rooms Division operation in the areas of revenue expenditure, profitability and performance against budget.
Adhere to hotel requirements for guest 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; ensure they are called to welcome.
Review resumes for arriving groups; organize and coordinate master accounts and group special requests.
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.
Manage the daily activities of the security department. Plan and assign posts, work and schedule employees to ensure proper coverage. Communicate and enforce policies and procedures.
Determine the security and safety requirements necessary to ensure that hotel property, employees and guests are protected against theft, crime and threats on a 24 hour per day basis.
Establish and implement procedures and timing for inspecting employee lockers and bags, parcels, and knapsacks when employees are entering and leaving the hotel and in response to suspicions of misconduct.
Ensure that all loss and safety incidents involving guests, employees and/or hotel loss and safety exposure are thoroughly investigated. Establish procedures to prevent/minimize the loss from theft and other safety risk or litigation against the hotel. Maintain audit reports and records on all loss and safety incidents and implement system or procedure enhancement from information learned during the investigations.
Establish documentation and confidential reporting systems to ensure that appropriate investigation documentation and results are available for current litigation/settlement and future reference. Establish necessary and pertinent incident reports or information to police and fire agencies involving investigations and to the corporate legal department, claims management department, insurance agencies and outside attorneys to assist in case evaluation, settlement or defense involving lawsuits against the company.
Train/educate employees on current safety issues to ensure compliance with all company loss control policies and current security and safety regulations. Develop and conduct training for general managers, security officers, owners and line level employees in the area of safety, security and fire protection. Inform management of any potential hazardous situations, emergencies or threats to the security of guests, employees or hotel assets. Schedule preventative maintenance and repairs to Security equipment as needed and ensure that equipment is prepared and operational for the following day’s work.
Monitor the Workers Compensation claims/statistics and manage the WC reduction program by implementing property specific procedures to reduce claims.
Arrange and provide special security services for special events and executives as requested.
Control labor costs and expenses within the Security department. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include all hotel staff, Corporate contacts and corporate risk management and legal department.
Interact with outside contacts:
Guests – to ensure their total satisfaction
Regulatory agencies – regarding safety and emergency matters
Other contacts as needed (professional organizations, community groups, local media)
May serve as “manager on duty” as required
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Qualifications and Requirements:
Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years of front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.
This job requires ability to perform the following:
Frequently standing up behind the desk and front office areas
Use a keyboard to operate various property management and reservations systems, etc.
Carrying, pushing, or lifting items weighing up to 100 pounds
Handling objects, products and computer equipment
Other:
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
Problem solving, reasoning, motivating, organizational and training abilities are used often.
May be required to work nights, weekends, and/or holidays.
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Additional Job Description
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 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
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
