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Full-time
high school
Medical Insurance, Dental Insurance, Vision Insurance, Health Savings Account, 401(k) Retirement Plan, Paid Vacation
Posted 5d ago
~40 hrs/week
Responsibilities
The Front Desk Supervisor manages the training, scheduling, and supervision of the front desk team to ensure superior guest services. They also support the Operations Manager with accounting, human resources, and the management of hotel technology systems.
Requirements
Candidates must have a high school diploma and at least two years of hotel experience, with proficiency in Opera and Microsoft Office. A valid driver's license is required, and the ability to obtain ServSafe and TIPS certifications is necessary.
Full 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 Desk Supervisor (FDS) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Operations Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the Operations Manager with the accounting and human resources functions of the Front Office. The FDS serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The FDS also represents the hotel with all guests in absence of the General Manager and Operations Manager. Will also function as a Guest Service Agent.
Job Description
DUTIES AND RESPONSIBILITIES:
Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
Responsible for the supervision of the security of cash, credit card transactions, and guest information.
Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Regularly sell hotel rooms through direct client contact.
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS:
High School diploma or equivalent required.
Two years of previous hotel experience required.
Previous background from the extended stay industry preferred.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem solving, reasoning, motivating, organizational and training abilities preferred.
Will be required to obtain a ServSafe certification.
May be required to obtain a TIPS certification.
Experience with Microsoft Office and Opera systems required.
Valid driver’s license required.
Frequently standing up, bending, climbing, kneeling, and moving about the facility.
Carrying, lifting or pulling items weighing up to 50 pounds.
Frequently handling objects and equipment.
Will be required to work mornings, evening, weekends, and holidays.
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 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.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
Sonesta is now the 8th largest hotel company in the US, with 13 brands that consist of 1100 hotels, 100K+ rooms across three continents and include The Royal Sonesta, The James Hotels, Classico Collection by Sonesta, Sonesta Hotels & Resorts, MOD Collection by Sonesta, Sonesta Select, Sonesta ES Suites, Sonesta Simply Suites, Red Lion Hotels, Inns & Suites by Sonesta, Signature Inn by Sonesta, Americas Best Value Inn by Sonesta and Canadas Best Value Inn by Sonesta.
With the growth of the company, we have also expanded our award-winning guest loyalty program – Sonesta Travel Pass. Offering guests a variety of travel experiences, free nights, value added perks, points that can be redeemed at any of Sonesta's hotels.
Sprung from the classic hoteliers of the mid-20th century, Sonesta is a collection of hotels, resorts, suites and cruises enjoys a rich history celebrating over 85 years in hospitality. When savvy travelers stay in one of our locations throughout the world, they are treated to a genuine experience, reflective of the culture and personality of the destination. Guests are always delighted to find that we have let the outside culture in!
As one of the original hoteliers in the United States, Sonesta has a solid understanding of what drives the passion for travel – service, beautiful surroundings and an unmatched destination experience delivered with style. It’s our employees who deliver on this promise with integrity and passion, ensuring our future will be as strong as our past.
Discover what you have been missing at Sonesta. Join us. We can’t wait to meet you.
Offices: 400 Centre St, Newton, Massachusetts 02458, US
Integrity. Authenticity. Quality. Concern. These four cornerstones keep the Sonesta family of hotelsguestsemployees and communities strong. We invite you to experience our Culture of Caring for yourself.LifestyleLeisureHospitalityHotelAsset ManagementReal EstateEvents