Assistant Front Office Manager

Job Description Summary

• The Assistant Front Office Manager sets the tone for Sonesta’s mission by always going above and beyond for our guests and coworkers. The Assistant Front Office Manager is responsible for assisting in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absence.

Job Description

Work Environment

Front Desk and Front Office, Other areas of the Hotel as needed.

Physical Demands

• Must be able to exert up to 50 pounds of force occasionally, and/or 25 pounds of force. frequently or constantly to lift, carry, push, pull or otherwise move objects.

Expected Hours of Work

• 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.

Education And Experience

Bachelor’s degree in Hotel Management, Business Administration or related field plus two years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.   Must speak fluent English.  Other languages preferred.

Principle duties and responsibilities (Essential Functions) include:

• Deliver on the promise of SonestaA+ Service in all interactions with guests and clients.  Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel:
• Assist in managing the day-to-day activities of the Front Office staff.  Schedule colleagues to ensure proper coverage. 
• Recommend and/or initiate salary, 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.
• Ensure guests receive prompt, professional attention and personal recognition.  Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints.  Implement appropriate service recovery gestures 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.  Assist in creating and implementing action plans to correct deficiencies.
• Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals.
• Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security.  Check billing instructions and guest credit for compliance with hotel credit policy.
• Train appropriate staff on procedures to serve as a central communications point during emergency/crisis situations.
• 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, local media)
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.
• 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

Qualifications And Skills

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
• Remain stationary for extended periods of time
• 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.
• 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.

Disclaimer: AI may be used to screen, select, or assess applicants.

Annual Salary Range: $60 000.00 - $65 000.00 CAD

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.