Chase Park Plaza Front Desk Supervisor

Job Description Summary The Front Office Supervisor acts as first line Front Desk support and assists in supervising all Front Office employees—including guest service agents, bellman, concierge, and PBX—to ensure superior guest standards and satisfaction are followed. The Supervisor serves as a department trainer, ensuring consistency in training, adherence to brand standards, and leading by example. Key Job Functions Ensure all staff is properly trained on front desk and PBX operations, hotel facilities and services, local directions, and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions. Supervise Front Desk to exceed delivery of superior guest service levels by engaging guests and ensuring customer satisfaction. Accurately process all cash and credit card transactions in accordance with established procedures—including posting charges, completing cashier and other reports, preparing deposits, and securing assigned cash banks. Ensure 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; respond to complaints or concerns promptly and professionally. Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to Sonesta G.U.E.S.T. standards and instill 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 room location, 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 any outstanding guest requests or issues to management that may require additional monitoring or follow‑up. Perform Night Audit duties as required. Guest Experience Philosophy Greet or welcome everyone warmly with a smile. Use eye and ear contact and guests’ names. Establish and anticipate needs. Solve and own all requests and complaints. Thank everyone. Build solid relationships with colleagues. Treat colleagues with respect and dignity. Additional Responsibilities Other duties and responsibilities may be assigned. Employee is expected to work in other areas of the hotel when needed to assist operations. 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 Insurance Accident Insurance Equal Opportunity Employer 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, protected veteran status or any other characteristic protected by law. #J-18808-Ljbffr Sonesta International Hotels Corporation