Front Office Manager

Job Description Summary

Manage all aspects of the front office areas which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising.

Job Description

• Manage day-to-day operations and assignments of the front office staff including concierge, uniform services and schedule, plan, and assign work.  Develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures.
• Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.  Alert management of potentially serious issues.
• 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 in order 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.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, Priority Club enrollments, etc.
• Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office.  Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. 
• Maintain procedures for security of monies, credit and financial transactions, and guest security.  Check billing instructions and guest credit for compliance with hotel credit policy
• Establish, implement, and maintain training and procedures for PBX to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes, and specifications.
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance. 
• 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)
• 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
• Perform other duties as assigned.

Bachelor’s degree in Hotel Management/Business Administration, plus 3 years Front Office/Guest Service experience including management 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
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, 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.
• Ability to travel to attend workshops, specialized training and/or certifications, etc.
• May be required to work nights, weekends, and/or holidays.

Additional Job Information/Anticipated

Pay Range

Go Beyond @SonestaHotels
WHO WE ARE

We are an organization made up of people, thoughts, and ideas – all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, colour, race, citizenship, ethnic origin, place of origin creed, disability, family status, marital status, gender identity, gender expression, sex, sexual orientation, or any other basis covered under applicable law

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

Accessibility for Ontarians with Disabilities Act (AODA)

The Yorkville Royal Sonesta Hotel is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you need accommodation, please let Human Resources know.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to the following protected grounds under The Ontario Human Rights Code or any other characteristic protected by local, Provincial , or Federal laws, rules, or regulations.

• Age
• Ancestry, colour, race
• Citizenship
• Ethnic origin
• Place of origin
• Creed
• Disability
• Family status
• Marital status (including single status)
• Gender identity, gender expression
• Receipt of public assistance (in housing only)
• Record of offences (in employment only)
• Sex (including pregnancy and breastfeeding)
• Sexual orientation.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time.

Job vacancy :This is an active posting and is not a new position.

Pay Range: $78,000.00 to $83,000.00 annual base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience and are eligible for a bonus plan.

While AI may assist in some aspects of the recruitment process it does not replace human decision making.  Qualified individuals review all candidate applications and make the final hiring decisions.  

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:

Salaried FTE Benefits

• Food and Beverage Discount

• RRSP Match

• Drycleaning

• Competitive Medical and dental benefits

• Competitive Extended health care coverage

• Various employee perks and benefits

• Tuition reimbursement

• Employee Assistance Program  

• Competitive Short- and Long-term disability program

• Paid vacation

• Paid sick days

• Employee discounted hotel rate- for all Brands within the company

Unionized FTE Benefits

• Food and Beverage Discount

• RRSP Match

• Tool and shoe reimbursement

• Competitive Medical and dental benefits

• Competitive Extended health care coverage

• Various employee perks and benefits

• Tuition reimbursement

• Employee Assistance Program

• Competitive Short term disability

• program

• Paid vacation

• Paid sick days

• Employee discounted hotel rate- for all Brands within the company

Unionized PTE Benefits

• Food and Beverage Discount

• Employee discounted hotel rate

• Tool and shoe reimbursement

• Various employee perks and benefits

• Employee Assistance Program

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