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Sonesta

Director of Front Office

The Fifty Sonesta Hotel New York, NY Full time

Job Description Summary

The Director of Front Office sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team.

The Director of Front Office is responsible managing the Front Office operations by providing leadership and ensuring the effectiveness and productivity of the entire department.

The role’s primary responsibility is to drive results through all aspects of the guest services department which include, but are not limited to guest registration, bell/door services, business center services, telephone services, concierge services, concierge lounge services, and valet services to ensure superior guest satisfaction and hotel profitability. The Director of Front Office is also responsible for ensuring that all Front Office staff adhere to Sonesta Brand and desk merchandising standards.

Sonesta managers are charged with providing strategic vision, ensuring tactical execution, and actively managing their department to achieve the company’s revenue and profitability goals and objectives.

The ideal candidate has a passion for building and motivating teams that achieve results. Sonesta managers are guest-focused (both internal and external), achievement-oriented leaders.

Job Description

Work Environment

This position works mostly in a service environment, with some office time.

Physical Demands

  • The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly.
  • The person in this role may be carrying, lifting or pulling items weighing up to 50lbs and pushing and / or pulling approximately 200lbs.
  • The person in this role will be frequently standing up, bending, climbing, kneeling and moving about the hotel.

Expected Hours of Work

  • Must be flexible to work variable days of the week to include weekends and holidays.
  • Must be flexible to work variable shifts (days, nights, overnights).
  • Ten to twelve hour shifts sometimes required.

   

Travel

N/A

Education and Experience

  • Bachelor’s degree in Hotel Administration/Business Administration or equivalent.
  • 3+ years of Front Office/Guest Service experience in a management capacity.
  • Progressive experience in Front Office required.
  • Understanding of and previous experience in a union environment a plus.

Principle duties and responsibilities (Essential Functions) include:   

  • Operational/Functional:
    • Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.  Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
    • Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
    • Monitor Front Office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints. Implement appropriate service recovery guidelines to ensure total guest satisfaction. 
    • Schedule and regularly conduct routine inspections of the Front Office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.

Develop actions plans to correct any deficiencies.

  • Establish, implement, and maintain training and procedures for PBX to serve as a central communication point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
  • Develop, recommend, implement and manage the Front Office marketing plan, forecasts and objectives to meet/exceed expectations. Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
  • Inspect V.I.P. arrival rooms daily, ensuring compliance to standards. Monitor V.I.P. arrivals; greet and escorts them to their room if necessary.
  • Review resumes for arriving groups; organize and coordinates master accounts and group special requests.
  • 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)
  • May serve “manager on duty” as required.
  • Deliver outstanding experiences to guests, partners, and team members.
  • Review and ensure quality of documentation and record-keeping.
  • Perform any other job-related duties as assigned.

  • Strategy and Planning:
    • Set departmental goals and strategy to align to company mission and departmental goals and targets.
    • Responsible for the Loyalty program in driving enrollments through the value of the program. Ensure all guests who are members are appropriately recognized and receive the appropriate benefits based on elite level while meeting all standards.
    • Coordinate with other departments to achieve results.
    • Develop and maintain relationships with vendors.
  • Financial Management:
    • Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the Front Office.
    • Manage staffing levels to ensure that guest service, operational needs and financial objectives are met.
    • Maintain procedures for security of monies, credit and financial transactions, and guest security.
    • Actively participate and advise in the budget and forecasting processes which support the overall objectives of the hotel. 
  • Managing your Team
    • Interview, hire, train, and promote Front Office staff. Provide constructive and consistent feedback and recommend disciplinary action when appropriate.
    • Ensure team members receive proper training applicable to their position and career aspirations and in accordance with company policy and/or local laws.
    • Responsible for monitoring, measuring, and recognizing performance of team members who directly report to the role and indirect reports.
    • Support, comply and promote company initiative, policies and guidelines.
    • Handle employee issues in a professional and timely manner.
  • Leading with Passion
    • Responsible for ensuring success through the eyes of employees, guests, and owners.
    • Utilize and collaborate with resources across different departments and corporate office.
    • Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture.
    • Focus on the mission and well-being of the department, hotel, and company as a whole.
    • Lead by example and operate with integrity and respect.
    • Inspire your team to embrace and demonstrate our values and GUEST People Standards.

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Strong analytical and problem-solving skills.
  • Appropriate professional appearance and demeanor.
  • Strong supervisory and leadership skills.
  • Ability to prioritize and organize work assignments.
  • Extensive knowledge of hotel and hospitality industry.
  • Proficient with Microsoft Office Suite or related software.

Additional Job Information/Anticipated

Pay Range

Salary Compensation Range is $84,000 - $88,000 annually.

  • Must be flexible to work variable shifts (days and nights) of the week to include weekends and holidays.
  • Long hours are sometimes required.

Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience.

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 or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.