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

Job Description

Special Qualifications, Education or Licenses:

• High school diploma or equivalent vocational training certificate.
• 4- 5  years’ experience in a similar position in an upscale Convention Hotel.
• Compute basic arithmetic to include percentages.

• College degree preferred
• Previous guest relations training and experience.

Essential Elements:

• Exert physical effort in transporting 25 pounds to and from work area.
• Reach overhead full arm’s length.
• Remain in stationary position for 2-3 hours throughout work shift.
• Ability to sit for prolonged periods of time.
• Ability to perform tasks that require sustained repetitive motion and/or fine motor skills.
• Ability to move freely in all areas of the hotel.
• Ability to travel on business trips.

Job Tasks:

• Perform job functions with attention to detail, speed and accuracy.
• Prioritize, organize and follow up.
• Be a clear thinker, remaining calm in resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guests’ needs.
• Adhere to Royal Sonesta Hotel Houston grooming standards.
• Uphold and exemplify Royal Sonesta Hotel Houston Service Excellence.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest and associates information and pertinent hotel data.
• Ascertain departmental training needs and provide such training.
• Direct development and performance of staff; follow up with corrections when needed.
• Work well under pressure of organizing and attaining production schedules and timelines.
• Give credit and highlight others’ success.
• Prepare and administer timely Performance Evaluations according to hotel standards.
• Ability to comprehend P & L, budget reports, and write commentary.
• Maintain complete knowledge of and comply with all departmental, divisional, and hotel policies, procedures, and standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs and respond promptly to guests’ requests.
• Maintain positive guest relations at all times.
• Resolve guest complaints ensuring guest satisfaction.
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Review the daily activities, such as:

• House count
• Forecasted covers for each outlet
• Catering activity
• Purchases
• Meetings
• Appointments
• VIPs/special guests

• Ensure that staff reports to work as scheduled. Document any late or absent associates.
• Coordinate breaks for staff.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Monitor performance of staff and ensure all procedures are completed to the department standards; rectify deficiencies with respective personnel.
• Complete work orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale.
• Prepare daily/weekly payroll reports.
• Document pertinent information in the logbook and follow up on items notated during other shifts.
• Input and access information in the computer and/or point of sales system.
• Plan and conduct monthly departmental meetings and Daily Shift Meetings (DSM).
• Return business telephone calls.
• Answer correspondence.
• Meet or exceed assigned monthly booking quota in the assigned market.
• Assist in achieving or exceeding budgeted goals in sales, profit and occupancy for the total hotel operation.
• Maintain positive working relationships with the Arkansas Convention and Visitor’s Bureau and the Statehouse Convention Center staffs, as well as all lead sources.
• Plan and execute cost-effective and productive sales trips into assigned territory to improve and increase our penetration of that market.
• Qualification and solicitation of existing and new accounts through:
  • Personal visits
  • Telephone calls
  • Written correspondence
• Participation in promotional events
• Participation in industry and community events, as well as trade shows
• Travel to industry events and sales calls
• Interact with customers during meetings or conventions on the property through:
• Participation in pre and post-convention meetings
• Regular contact with future definite meetings.
• Review meeting quotas, goals and forecasts for quality and quantity of room nights.
• Referral production for other Royal Sonesta Hotel Houston Hotel Group properties.
• Update and maintain the recording system including:
• Creation of files as per Royal Sonesta Hotel Houston’s SOPs
• Maintenance of file system
• Following policies and procedures in detail with respect to files and appropriate forms (Definite Booking Summary, Booking Recaps with memos and comments, and log of calls, etc. filled out properly and thoroughly.
• Be able to enter and retrieve all appropriate information from the Delphi System.
• Maximize occupancy and average rate of hotel through creative and selective selling.
• Accurately report the month-end, year–to–date room night and revenue accounts to Corporate Executive members, for revenue increasing opportunities and possible action plans.
• Report on trends in the industry and local markets.
• Budget, plan, and execute cost-effective and productive sales trips 45 days prior to your trip.
• Accurately forecast all strong tentative and definite groups on an ongoing basis, paying particular attention to the forecasted average rate, comp units forecasted, and an accurate room night forecast based on history.
• Maintain a calendar allowing you to meet all established deadlines and planned sales trips.  Regular deadlines include (but are not limited to) the monthly forecast and expected-to-turn reports.
• Maintain up-to-date Delphi traces on all accounts.
• Maintain accurate Delphi computer information on all new and ongoing leads and accounts, including solicitation efforts.
• Plan and execute cost-effective and productive sales trips into your assigned territory, to improve and increase our penetration of that market. Trips to be scheduled in conjunction with established show dates of other events.
• Contact and entertain clients – not only during their site visits, but also while groups are in-house, and through invitations to contacts within the Little Rock area.  All clients in-house will be visited twice daily.
• Responsible for overseeing the implementation of hotel wide standards.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecast.  Adjust schedules throughout the week to meet the business demands. 
• Any other duties reasonably assigned by the supervisor.

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.