Front Office Manager

Sonesta Resorts St. Maarten is looking to hire a high profile and experienced Front Office Manager for the reopening of Sonesta Ocean Point Resort. Position is located in St. Maarten (Caribbean).

POSITION SUMMARY

Directly supervises all front office personnel and ensures proper completion of all front office duties and guest satisfaction. Directs and coordinates the activities of the front desk including concierge, guest services, butlers, bellman and telephone operators. Prepares monthly reports and budgets for front office department.

DUTIES

  • Trains, cross trains, and retrains all front office personnel
  • Participates in the selection of front office personnel
  • Schedules the front office staff
  • Supervises workload during shifts
  • Evaluates the job performance of each front office employee
  • Maintains working relationships and communicates with all departments
  • Maintains master key control
  • Verifies that accurate room status information is maintained and properly communicated
  • Resolves guest problems quickly, efficiently, and courteously
  • Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel
  • Reviews and completes credit limit report
  • Works within the allocated budget for the front office
  • Receives information from the previous shift manger and passes on pertinent details to the supervisors and front office team on shift
  • Checks team members' floats and verifies cash deposits at the end of each shift
  • Enforces all cash-handling, check-cashing, and credit policies
  • Conducts regularly scheduled meetings of front office personnel
  • Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times
  • Upholds the hotel's commitment to hospitality
  • Prepares performance reports and evaluations related to front office
  • Maximizes room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc
  • Monitors high balance guest and take appropriate action
  • Ensures implementation of all hotel policies and house rules
  • Operates all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
  • Prepares revenue and occupancy forecasting
  • Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner
  • Ensures that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees
  • Monitors all V.I.P's special guests and requests
  • Ensures a close relationship with housekeeping and maintenance keeping rooms always in sellable conditions
  • Maintains and monitors room inventory at all times to avoid overselling
  • Maintains required pars of all front office and stationary supplies
  • Reviews daily front office work and activity reports generated by Night Audit
  • Reviews Front office log book and Guest feedback forms on a daily basis
  • Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
  • Strives towards guest maximum satisfaction and excellence, monitors trip advisor reviews and feedback from internal guest survey and implements procedure for necessary corrections
  • Assures guest service is delivered according to brand standards
  • Performs other duties as requested by management

REQUIRED QUALIFICATIONS

Bachelors Degree in Hospitality Management or related field/ or 5+ years of managing hospitality industry experience. Fluent proficiency in English or native English speaker is a must.

Minimum five years of hotel front office supervisory or management experience. Proactive and guest/ customer service oriented personality.

Knowledge of Spanish, French or Dutch is an asset. Thorough/ admin/ set up and day to day operation level knowledge of property management software (PMS) - ideally VisualOne. Experience with customer loyalty program. Experience with pre-opening phase of a hotel/resort is a plus.

Must be Dutch or USA citizen or holder of a work/ residency permit in St Maarten (Dutch site)

WE OFFER

Employee benefits of a strong international brand, possibility to grow, dynamic environment, learning opportunity, competitive salaries and bonus structure, relocation assistance. And the beauty of living in sunny St Maarten

Send your application letter and resume by email to Mr Johan Halvarsson jhalvarsson@mahogroup.com