Job Description

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Job Description Summary

The Director of Front Office is responsible for delivering results that contribute to the hotel’s success by managing the Front Office operations, including guest registration, bell services, business center, telephone services, concierge, and reservations. The role focuses on guest and staff satisfaction, expense control, and service quality to meet hotel goals.

Key Responsibilities

• Deliver Sonesta Service standards and foster a customer service culture among staff.
• Manage daily front office operations, staff scheduling, and policy enforcement.
• Handle staffing actions, training, and resource allocation.
• Implement service recovery strategies to ensure guest satisfaction.
• Analyze guest feedback to improve service quality and satisfaction scores.
• Monitor and maintain the appearance of front areas, ensuring cleanliness and standards compliance.
• Achieve revenue targets, control costs, and contribute to the budget planning process.
• Manage emergency communication procedures and coordinate with local authorities.
• Oversee guest services, security, billing, and collections.
• Prepare financial reports and manage departmental expenses.
• Coordinate with housekeeping, maintenance, and other departments to uphold standards.
• Manage human resources processes including recruitment, onboarding, and performance management.
• Ensure IT and supply management processes are followed.
• Respond to guest complaints and act as Manager on duty as needed.
• Promote teamwork and enforce hotel policies across departments.
• Perform additional duties as assigned.

Additional Information

Pay Range: $80,000 - $90,000 plus bonus. Benefits include health insurance, 401(k), paid leave, hotel discounts, and others.

About Sonesta

We are committed to exceeding expectations through passion, resilience, and innovation, guided by our principles of Doing the Right Thing and Going Beyond. We are an equal opportunity employer.

Employment Details

• Seniority Level: Director
• Type: Full-time
• Function: Management
• Industry: Hospitality

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