Front Office Supervisor

Job Description Summary

We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive
—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

The Front Office Supervisor is responsible for overseeing the daily operations of the Front Office in a high-volume airport hotel environment. This role leads a guest-facing team that delivers fast, accurate, and personalized service to airline crew, transient guests, corporate travelers, and group business. This position requires a strong balance of guest experience excellence, top-line revenue performance, and disciplined labor and cost controls, while ensuring seamless shuttle operations, accurate airline crew block management, and continuous operational readiness.

The Front Office Supervisor sets the tone for professionalism, positivity, and accountability. This leader owns the success of the department. When performance falls short, expectations are to diagnose the issue, reset standards, coach the team, and drive measurable improvement. In the absence of senior leadership, the Front Office Supervisor represents the hotel with guests, team members, and partners, ensuring Sonesta service standards are upheld without exception.

Maintain complete awareness of daily business performance, including:

• Totals Screen, operational resumes, Qualtrics scores, ADP time edits, and shift reports.

Lead with innovation and efficiency while consistently seeking opportunities to improve operations.

Ensure all team members are current on required Compass training, CPR, and brand certifications.

Maintain 100% compliance with Sonesta brand standards, including:

• Market requirements, uniforms, Travel Pass enrollment, and required training.

Uphold a professional, positive, composed leadership presence at all times—in person, on the phone, via email, and text.

Enforce all hotel policies consistently, including standards of conduct and professionalism.

Serve as a role model for appearance, communication, behavior, and guest interaction.

Oversee all front office functions including registration, night audit, and shift transitions.

Ensure accurate room status communication with Housekeeping, Sales, and Operations.

Maintain a clean, organized, clutter-free front desk, back office, lobby, Market, and business center.

Ensure Market is:

• Fully stocked, visually appealing, clean, priced for profitability, and brand compliant. Ensure that ordering is being placed at a minimum of 2 weeks prior to a large group event.
• Monthly inventory completed and submitted by the 1st of each month by 10:00 a.m.

Maintain required par levels of all front office, stationery, and guest supplies.

Ensure all packages, mail, and messages are logged, tracked, and delivered accurately.

Ensure VIPs, special guests, and requests are proactively monitored and executed through Connect.

Deliver fast, efficient check-in and check-out—especially for airline crew and time-sensitive travelers.

Anticipate the needs of loyalty members, airline crew, corporate travelers, OTA guests, and groups.

Communicate with guest through Alice.

• Unique welcome message and responses back within 10 minutes.

Lead effective service recovery and coach the team on:

• Guest Assistance cases
• Service Recovery points
• Stay Credit points

Respond promptly and professionally to guest feedback across:

• Expedia and CLC.

Drive an “everyone sells” culture focused on:

• Upsells, packages, parking, late check-outs, and ancillary revenue.

Encourage and track guest review generation on NOR1, Trip Advisor, and Google.

Oversee the daily operation of the shuttle team.

Ensure:

• Safety…