Front Desk Manager

Miami, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $55,000.00 - $60,000.00

Work Schedule

Rotating Shifts

Flexible

Weekend Shifts

Benefits

Health savings account

Dental Insurance

Disability insurance

401(k) matching

Tuition Reimbursement

Vision Insurance

Parental leave

Life insurance

Health Insurance

Paid parental leave

Job Description

Sonesta International Hotels is the eighth largest hotel company in the United States and continues to grow rapidly. The organization boasts an impressive and diverse portfolio that includes full-service and focused hotels located in major cities across the country, as well as internationally. With more than 1,000 properties spread across eight countries, Sonesta combines the best of hospitality services with a passionate commitment to offering memorable experiences for guests and staff alike. At Sonesta, the dedication to the human aspect of hospitality is evident, emphasizing service with passion, loyalty with purpose, and genuine connections with guests. This approach distinguishes Sonesta as a hospitality leader where each stay is crafted to exceed expectations and leave lasting impressions.

The role of Front Desk Manager at Sonesta is integral in setting the tone for the company’s renowned Service Culture. This position primarily supports the Front Office Manager in overseeing daily operations of the front office staff, assuming responsibility for driving team success, enhancing guest satisfaction, and maintaining operational excellence. This leadership role demands an individual who is deeply committed to both internal and external guest service with a strong orientation towards achievement and team development. Key responsibilities include managing workflows such as check-in and check-out processes, coordinating with other departments like housekeeping and maintenance, and ensuring VIP guests receive exceptional service.

In addition to operational management, the Front Desk Manager plays a strategic role by preparing staffing schedules, analyzing guest feedback to set and meet satisfaction goals, managing financial aspects including budget adherence, and maintaining security protocols. This dynamic role also includes acting as “Manager on Duty” for emergency responses, addressing guest complaints promptly, and leading with integrity to foster a positive and inclusive work environment. The Front Desk Manager is also tasked with recruiting, training, coaching and motivating the front office team to ensure superior service delivery and team performance.

The ideal candidate will bring a wealth of knowledge and leadership experience in the hospitality industry, along with proficiency in various operational software such as Opera and Microsoft Office Suite. Physical fitness is necessary to meet the demands of the role, which includes extensive standing, lifting, and moving around the property. Flexibility with work hours, including weekends, holidays, and variable shifts, is essential to fulfill the position requirements. Sonesta International Hotels offers this full-time Front Desk Manager role with an annual salary range of $55,000 to $60,000.

Sonesta also recognizes its employees by offering a comprehensive benefits package, providing security and support through medical, dental, vision insurance, retirement plans with company match, paid time off, education assistance, and various employee perks. The company is committed to equal employment opportunity and encourages applicants from diverse backgrounds to apply, ensuring a welcoming workplace that values respect, fairness, and development for all team members.

Job Requirements

High school graduate, some college or equivalent
A 4-year college degree and at least 1 year of related experience preferred
Supervisory experience required
Must have a minimum of 2 years’ experience as a Front Desk Manager
Experience in a hotel or a hospitality-related field preferred
Understanding of and previous experience in a union environment a plus
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
Ability to exert up to 50 pounds of force occasionally, and/or 20 pounds of force frequently
Ability to carry, lift or pull items weighing up to 50lbs and push and/or pull approximately 200lbs
Willingness to frequently stand and move about the hotel

Job Qualifications

Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail
Track record of delivering exceptional guest and client experience
Strong analytical and problem-solving skills
Strong supervisory and leadership skills
Extensive knowledge of hotel and hospitality industry
Proficient with Microsoft Word, Excel and PowerPoint
Proficient in Opera

Job Duties

Manage day-to-day operations to ensure quality and standards are meeting the expectations of the guests and employees including check in/checkout processes
Promote teamwork and quality service through daily communication and coordination with other departments including housekeeping and maintenance
Personally ensure VIPs receive a superb experience including room inspections and greeting upon arrival
Review resumes for arriving groups
organize and coordinates master accounts and group special requests
Maintain appropriate inventory of supplies and operating equipment including ordering and receiving
Ensure all Sonesta safety and sanitation standards are adhered to
Respond to guest complaints and ensure proper follow-up is completed
Serve as Manager on Duty as required and respond to emergency situations as needed
Maintain high standards of personal appearance and grooming
Prepare weekly work schedules in accordance with staffing guidelines and labor forecast and adjust schedules throughout the week to meet business demands
Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction scores
Coordinate projects that require floor condensing and room inventory changes
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
Attract, hire, and motivate your team
Ensure all staff is properly trained on systems, hotel policies, security and cash handling procedures, service standards, local laws and have the tools and equipment needed to effectively carry out their job functions
Conduct pre-shift meetings with staff and review all information pertinent to the day’s business
Monitor, measure, and recognize performance of employees, including promotion recommendations
Coach team by providing specific feedback to improve knowledge, skills and performance
Ensure employees are treated fairly and equitably
Handle employee issues in a professional and timely manner
Utilize and collaborate with resources across different departments and corporate office
Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture
Focus on the mission and well-being of the departments, hotel and company
Lead by example and operate with integrity and respect
Inspire your team to embrace and demonstrate Sonesta’s core values and guest service standards