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Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by M&R Hospitality Management. Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.

<p><strong>Guest Service Agent </strong></p><p><strong>Location : </strong></p><p>Hotel Alameda</p><p>518 W 27th St, New York, NY 10001</p><p><strong>SUMMARY:</strong><br/></p><p>To assist guests efficiently, courteously, and professionally in all Guest Service related functions and to maintain high standards of service and hospitality.</p><p><strong>RESPONSIBILITIES:</strong></p><ul><li>Provide the highest quality of service to the customer at all times. Promptly and effectively deal with guest complaints and requests. </li><li>Check guests in and out efficiently and in a friendly manner.</li><li>Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by M&R Hospitality Management.</li><li>Handle guest mail and messages per established procedures. Be very knowledgeable of Rewards program and promotions.</li><li>Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies. </li><li>Take reservation requests efficiently.</li><li>Answer switchboard in accordance with standards of proper telephone etiquette. </li><li>Block rooms and handle special requests.</li><li>Monitor room availability.</li><li>Handle safe deposits by guests per established procedures. </li><li>Keep lobby, back office and desk area clean and presentable.</li><li>Have a thorough knowledge of emergency and security procedures. </li><li>Offer and properly handle requests for wake-up calls.</li><li>Know how to clean guest rooms to standards.</li><li>Open and close shift; make cash drops.</li><li>Ensure all credit cards, cash, and change fund are balanced throughout each shift. </li><li>Inform management of any guest or systems related complaints or problems.</li><li>Communicate with incoming staff and management by logging pertinent information in the pass on log. </li><li>Keep maintenance informed of all maintenance needs.</li><li>Pass on guest lost and found inquiries to management or supervisors.</li><li>Assist in marketing effort by completing Company Tracking nightly.</li><li>Must wear proper uniform at all times in accordance with the Standards of Appearance. Have a thorough knowledge of emergency procedures.</li><li>Practice safety standards at all times.</li><li>Be able to move luggage or packages weighing up to 40 lbs.</li><li>Each associate will be required to follow the rules as found in the M&R Employee Handbook</li><li>Perform other duties as assigned by management, of which employee is capable of performing</li></ul>

Hotel Alameda

Guest Service Agent - Hotel Alameda

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All other duties deemed necessary by a member of management Partners with marketing in creation of hotels specific collateral as well as promotions for catering and restaurant Analyze key reports monthly for potential new business to maintain and increase share Manages tentative bookings and inventory issues related to such, ensuring timely follow-up by Group & Catering Sales Managers and Group Services Assists in the budget/marketing plan process Communicates property specific information on new competition, changes in the market-mix and needs to the NY Sales Team Complete catering monthly forecasting Consistently offer professional, friendly and engaging service Work closely with ADOSM to increase Team Engagement and Development in their Sales and/or Management Roles. Maintain a harmonious working relationship with other departments in the hotel, other hotels, convention bureau and regional offices, as well as constant knowledge of what is happening in the market and other hotel properties Ensure meeting and function rooms are properly always maintained liaising with food and beverage outlets regarding reservations and flow of clients Balance operational, administrative and Colleague needs Follow departmental policies and procedures Follow all safety policies Financial Management: Manage and optimize annual revenue goal and to achieve YOY key account revenue growth Accountability: · Responsible for individual performance and incremental contribution to Sonesta hotels.

YEAR

Job Description Summary The Complex Director of Catering, The Benjamin Royal Sonesta & Fifty Sonesta New York is a key staff position responsible for the administration, analysis, development and communication needed to service customers and develop revenues. The CDOC must be an enthusiastic, aggressive, and results driven, professional individual who possesses the ability and passion for guest service and booking business. The CDOC will be responsible for selling catering events, within the hotel and hotel outlets, as well as servicing all meetings and Catering events. Work closely with ADOSM and Revenue Director to achieve annual goals, budget and targets. The CDOC is responsible for the supervision of Catering sales managers, Event Services Managers, trainees, and administrative staff. Provide additional support when requested to the Group Sellers as directed by the ADOSM. Act as a liaison between Catering & Convention Services and all departments throughout the hotel. Communication and organizational skills are of the utmost importance. This position requires the candidate to live in the New York Metro area and will work on site at the hotel. Job Description Focus As key enablement tools, the candidate will successfully embed corporate and local initiatives and strategies that will increase Sonesta's visibility and improve year over year share of B2B business to Sonesta Hotels. The position requires a proactive approach and carefully crafted account plans to achieve desired results. Environment The job environment is fast paced and results oriented. The successful candidate will employ proactive measures to achieve the desired account and revenue objectives. <h4>Essential Duties and Responsibilities:</h4> include the following. Other duties may be assigned. Sells 80% of time/20% analytical, administrative Responsible for achieving individual revenue goals Assist ADOSM with establishing a sense of urgency with team to understand and achieve the needs of the hotel Generate weekly reports of definite, tentative and lost business. Monthly Pace reports Generate leads for new business Sell and service all events. On-site tours of hotel to prospective guests Send menus, proposals, Beo’s and contracts to clients Entertain new and repeat clients Responsible that all contracts are signed, and payment received Responsible for post-event follow up Coordinate the food and beverage needs booked by sales department Communication to all departments involved in executing events. Attend weekly Sales, Department Head, Catering and Food and beverage meetings. Attend weekly BEO meetings Directs the activities of catering sales team, providing leadership and motivation necessary to implement effective sales and marketing strategies and to maximize the catering sales revenues. Develops and maintains relationships with key clients to produce group and/or conference business, to include room sales, food & beverage sales, catering/banquet services, meeting room rental. Manages and monitors sales activities/performance to ensure actual sales team meets or exceeds established revenue plan and to accurately report variances/projections. Assists Area Director of Sales & Marketing in the development and update of the hotel-level business plan to include input on sales goals and plans that support the overall business and sales strategies of the company. Recruits, hires, trains, and provides career development for all catering sales personnel; conducts performance evaluations and provides feedback to employees using company hiring standards and guidelines. Follows company policies and procedures and can effectively communicate them to subordinates. All other duties deemed necessary by a member of management Partners with marketing in creation of hotels specific collateral as well as promotions for catering and restaurant Analyze key reports monthly for potential new business to maintain and increase share Manages tentative bookings and inventory issues related to such, ensuring timely follow-up by Group & Catering Sales Managers and Group Services Assists in the budget/marketing plan process Communicates property specific information on new competition, changes in the market-mix and needs to the NY Sales Team Complete catering monthly forecasting Consistently offer professional, friendly and engaging service Work closely with ADOSM to increase Team Engagement and Development in their Sales and/or Management Roles. Direct, train and manage all activity related to the Catering and Convention Services office, ensuring all service standards are followed. Responsible for all catering, from booking to execution and conference services from the time a contract becomes definite to execution Must be proficient in general computer knowledge and able to train and monitor the Event contractual agreement process, quoting pricing, setting traces, and the management of accounts. Prepare an annual budget for approval and administer that budget in a fiscally responsible manner. Develop annual goals for Catering and Convention Services Team Monitor and review Catering Sales Managers’ sales achievement as it relates to productivity Keep the ADOSM informed of all activities related to the Catering & Convention Services Department with regular meetings and daily communication Work closely with ADOSM, DORM and General Manager on revenue strategies. To assist the ADOSM in establishing and maintaining the annual Sales & Marketing Plan Develop banquet menu pricing, rental fees and revenue minimums, using current competitive data and as directed. Negotiate/achieve maximum revenue/profit while satisfying clients’ needs Participate in daily business review meeting, weekly Catering prospecting review, sales meetings and management meetings. Coordinate sales efforts between hotel sales department and catering sales to ensure proper utilization of function space to yield maximum revenues. Ensure that function bookings, group resumes, and event contracts are prepared and distributed accurately and efficiently Work towards providing efficient processes and updating/creating Standard Operating Procedures (SOP’s) Ensure Team is well trained on Delphi, monitor Delphi and enforce SOPs for its use with audits as needed. Work with Delphi Manager on month end reports, maintaining and meeting deadlines Help to answer questions daily from Staff as needed and maintain a good morale in the office-alerting ADOSM to any concerns as needed. Maintain a harmonious working relationship with other departments in the hotel, other hotels, convention bureau and regional offices, as well as constant knowledge of what is happening in the market and other hotel properties Ensure meeting and function rooms are properly always maintained liaising with food and beverage outlets regarding reservations and flow of clients Balance operational, administrative and Colleague needs Follow departmental policies and procedures Follow all safety policies Financial Management: Manage and optimize annual revenue goal and to achieve YOY key account revenue growth Accountability: · Responsible for individual performance and incremental contribution to Sonesta hotels. · Responsibly collaborate with hotel teams to activate shared account events and activities. · Responsible for effectively managing time commitments. · Responsible for meeting and/or exceeding revenue targets. · Candidate is expected to learn and understand roles, responsibilities and business of the clients with whom we partner with. · Responsible for using the appropriate account management tools to effectively track activities, opportunities and follow up. · Responsible for achieving the desired ROI on tradeshow and industry events. Leading with Passion · Function as the Voice of the Customer to represent customer insights to key corporate personnel and Sonesta senior leadership. · Utilize and collaborate with resources across different departments within the corporate office as appropriate. · Lead by example and operate with integrity and respect. · Work to achieve goals while overcoming competitive obstacles and planning alternate ways to win. · Show strong passion and commitment about reaching targets. · Celebrate individual and team success. · Maintain a positive, "can do" attitude and a versatile approach to change. · Appreciates the diversity of our team members, guests, vendors and surrounding community. Is always committed to ensuring a positive and safe work environment. 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 Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered. Company Overview Welcome to Sonesta. These three simple words could open 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. In fact, we consider ourselves more than a hotel management company - we’re a member of the communities we serve. 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, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. 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. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. <h4>Education and/or Experience</h4> Minimum of bachelor’s degree from four-year College or University; and three to five years related experience and/or training. Prior Catering & Convention Services experience or training. Ability to effectively train. Able to analyze reports and deem necessary conclusions for implementation and planning. Well-groomed and well organized. Able to effectively sell and close business opportunities and train others to do the same. Able to handle stress and work independently, self-motivated. <h4>Language Skills</h4> Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. <h4>Mathematical Skills </h4>Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. <h4>Reasoning Ability</h4> Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. <h4>Computer Skills</h4> Microsoft Office, Word, Excel, Outlook, OPERA (Property Management System), DELPHI <h4>Physical Demands</h4> The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste or smell. The employee must frequently lift and/or move up to 25 pounds. <h4>Work Environment</h4> The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Additional Job Information/Anticipated Pay Range Salary Compensation Range is $90,000 - $95,000 annually. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/overall experience. 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 Hospital Indemnity Critical Illness Insurance Accident Insurance 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 or protected veteran status. Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered. At Sonesta, we value our team members as individuals who enhance our guests’ experiences with their unique skills and contributions. We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues. If you are interested in a career in some of the most impressive and beautiful surroundings in the world with generous benefits and perks, we hope you’ll get in touch with us. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Sonesta

Complex Director of Catering

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Guest Service Agent - Hotel AlamedaHotel Alameda

Complex Director of CateringSonesta

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