Chase Park Plaza Front Desk Supervisor

About the role

As the Front Office Supervisor, you will act as first-line Front Desk support and assist in supervising all Front Office employees—including guest service agents, bellman, concierge, and PBX—to ensure superior guest standards and satisfaction are met. You will serve as the department trainer, ensuring consistency in training, and model adherence to all brand standards.

Responsibilities

• Ensure all staff is properly trained on front desk and PBX operations, hotel facilities and services, local directions, and safety and emergency procedures.
• Provide staff with the supplies needed to effectively carry out their job functions.
• Supervise the Front Desk to deliver superior guest service levels, engaging guests to ensure customer satisfaction.
• Oversee the accurate processing of all cash and credit card transactions in accordance with established procedures, including posting charges, completing reports, preparing deposits, and securing cash banks.
• Maintain effective Front Desk communication and information systems through logs, department meetings, and staff interaction.
• Fulfill guest special requests and ensure proper delivery of guest services.
• Provide service recovery as needed to ensure complete guest satisfaction and respond to guest complaints or concerns promptly and professionally.
• Deliver on the promise of Sonesta Service in all interactions, managing according to the Sonesta G.U.E.S.T. standards and instilling a passion for customer service in all associates.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Support the department by checking guests in and out, issuing room keys, providing information on hotel services, and answering phones promptly and courteously.
• Act as a role model by achieving high remarks through Trip Advisor, upsells, and Travel Pass sign-ups.
• Communicate outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Perform Night Audit duties as required.
• Deliver passionate and engaging service, recognizing individual guests and anticipating their unique needs to exceed expectations.
• Consistently deliver the GUEST model: Greet or welcome everyone warmly, use eye and ear contact and the guest’s name, establish/anticipate needs, solve and own all requests/complaints, and thank everyone.
• Build solid relationships with colleagues, treating them with respect and dignity.
• Perform other duties and responsibilities as assigned, including assisting in other areas of the hotel when needed.

Benefits

• 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, and Accident Insurance