Overnight Manager Hotel Front Desk

Job Description Summary

The Overnight Manager works closely with the Directly of Rooms to manage the daily operations of the Front Office/ Night Audit staff. 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

•    Operational/Functional:
o    Manage day-to-day operations to ensure quality and standards are meeting the expectations of the guests and employees including check in/checkout processes. 
o    Promote teamwork and quality service through daily communication and coordination with other departments (including housekeeping and maintenance).
o    Review resumes for arriving groups; organize and coordinates master accounts and group special requests.
o    Maintain appropriate inventory of supplies and operating equipment including ordering and receiving.
o    Ensure all Sonesta safety and sanitation standards are adhered to.
o    Respond to guest complaints and ensure proper follow-up is completed. 
o    Serve as “Manager on Duty” as required and respond to emergency situations as needed.
o    Maintain high standards of personal appearance and grooming. 

•    Strategy and Planning: 
o    Analyze guest satisfaction data to develop and implement plans to achieve established goals related to guest satisfaction scores.
o    Coordinate projects that require floor condensing and room inventory changes. 

•    Financial Management:
o    Manage staffing levels to ensure that guest service, operational needs and financial objectives are met.
o    Maintain procedures for security of monies, credit and financial transactions, and guest security. 
o    Managing your Team:
o    Attract, hire, and motivate your team.
o    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.
o    Conduct pre-shift meetings with staff and review all information pertinent to the day’s business. 
o    Monitor, measure, and recognize performance of employees, including promotion recommendations. 
o    Coach team by providing specific feedback to improve knowledge, skills and performance.
o    Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner. 

•    Leading with Passion:
o    Utilize and collaborate with resources across different departments and corporate office.
o    Motivate employees to perform to their highest standard and establish a trusting environment to enrich the culture.
o    Focus on the mission and well-being of the departments, hotel and company.
o    Lead by example and operate with integrity and respect. 
o    Inspire your team to embrace and demonstrate Sonesta’s core values and guest service standards.

Additional Job Information/Anticipated

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

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

Welcome to Sonesta.  These three simple words could open up 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.  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, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.