at Sonesta International Hotels Corporation in Chicago, Illinois, United States
Job Description
Job Description Summary
The Front Desk Manager acts as Front Office management presence in covering Manager on Duty (MOD) shifts. This position will require close cooperation with all hotel departments emphasizing guest service and satisfaction. Supervision of all front office line staff would be a primary focus.
Job Description
Principle duties and responsibilities (Essential Functions) include:
- Key Job Functions
- Act independently as MOD, covering morning and evening shifts.
- Supervise all front office staff including front desk, communications, uniform services and concierge.
- Offer MOD support to other unsupervised departments as needed.
- Act as Travel pass champion.
- Distribute minutes and conduct Manager's Meeting.
- Oversee VIP arrivals.
- Perform VIP Escorts.
- Act as Lobby Ambassador
- Track and follow up on in-house guest challenges.
- Resolve guest related issues.
- Liaison with other departments to ensure guest satisfaction.
- Assist with post-stay guest follow up.
- Perform Property rounds.
- Act as Front Office representative during Pre-Cons.
- Monitor and coordinate concierge requests.
- Provide site tours of the hotel.
- Deliver Passionate & Engaging Service to our Guests
- You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
- 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
- Build solid relationship with your Colleagues
- Treat colleagues with respect and dignity
- 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.
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.
- Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
- Track record of delivering exceptional guest or client experience.
- Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
- Appropriate professional appearance and demeanor.
- Knowledge of Opera and internet software preferred.
- Ability to read and comprehend simple instructions, short correspondence and memos.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Track record of delivering exceptional guest or client experience.
- Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
- Bi-Lingual communications skills a plus.
- Strong communication skills.
- Appropriate professional appearance and demeanor.
Physical Demands
While performing the duties of this job, the employee is...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
