Job Description Summary

The director of guest services manages the daily operations of the Front Desk staff, bell staff and reservations. The role’s primary responsibilities are to provide leadership, drive results, promote and implement property-wide strategies that will increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals.

Job Description

Principal duties and responsibilities (Essential Functions) include:    

Operational/Functional:

• Manage day-to-day operations to ensure quality and standards meet 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.

Strategy and Planning:

• 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.

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:

• Attract, hire, and motivate your team.
• Ensure all staff are properly trained in 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.

Leading with Passion:

• Utilize and collaborate with resources across different departments and corporate offices.
• 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.

Work Environment

• The person in this role works mostly in a service environment, with some office time reserved for administrative tasks.

Physical Demands

• The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently.
• 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 frequently stand and move about the hotel.

Expected Hours of Work

• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Must be flexible to work various day and various shifts of the week to include weekends, holidays, days, nights and overnight.
• Ten-to-twelve-hour shifts are sometimes required.

Qualifications and Skills

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• High school graduate, some college or equivalent.
• A 4-year college degree and at least 1 year of related experience is 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.

• Excellent communication abilities are crucial for coordinating with other departments
• Proficiency with computer applications such as Excel, Word, Outlook, and PowerPoint.

Company Overview

Sonesta

Welcome to Sonesta.  These three simple words could open a whole new world to you. Each of the hotels and resorts in the Sonesta Collection provides a unique experience unrivalled in the hotel industry. Sprung from the classic hoteliers of the mid-20th century, Sonesta enjoys a rich history celebrating nearly 80 years in hospitality.  We offer a diverse and distinctive portfolio of nearly 60 properties across 3 continents, each providing an authentic visit delightfully reflecting the culture and personality of its destination.   

We aspire to greet every Sonesta guest with a spirit of warmth and welcome, proudly exceeding our guests’ expectations. Those aspirations extend deep into the heart of our hotels – right into the lives of our employees. In fact, we consider ourselves more than a hotel management company - we’re a member of the communities we serve.   At our core, we celebrate the individuality of everyone who walks through our doors. For our employees, that means we ensure they develop the skills and tools they need to do their job and exceed even their own expectations.  We invite you to discover what you have been missing at Sonesta. Join us – we can’t wait to meet you!

All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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 position is classified as exempt and is not subject to overtime in accordance with Federal and State Regulations. This job description is subject to change at any time.

Additional Job Information/Anticipated

Pay Range

Pay range $81,000 to 90,000. 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.

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. 

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the

Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.