Front Desk Manager

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.

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

The Front Desk Manager acts as Front Office management presence in covering Manager on Duty (MOD) shifts. This position will require close cooperation with all hotel departments emphasizing guest service and satisfaction. Supervision of all front office line staff would be a primary focus.

Job Description

• Provide outstanding guest service and maintain a professional, friendly, and service-oriented demeanor.
• Respond promptly and professionally to guest inquiries, concerns, and service recovery situations.
• Utilize selling techniques to maximize room occupancy, upsell opportunities, and hotel revenue.
• Lead onboarding, training, and ongoing development for front office employees, including creating structured training plans, developing departmental processes and standard operating procedures.
• Manage employee performance, including coaching, counseling, corrective action, and discipline as appropriate.
• Supervise front office team members to ensure efficient and smooth daily operations.
• Recruit, interview, and participate in hiring decisions for front office team members.
• Ensure accurate processing of guest accounts, billing, hotel charges, and invoices.
• Coordinate and communicate with group contacts and travel agents regarding special requests and guest arrangements.
• Support sales and marketing initiatives as directed by hotel leadership.
• Build and maintain strong working relationships with all hotel departments to ensure seamless operations and guest satisfaction.
• Oversee cash handling procedures in accordance with hotel standards.
• Ensure compliance with guest check-in procedures, security protocols, and brand standards.
• Serve as Manager on Duty (MOD) during assigned morning and evening shifts, acting independently to oversee hotel operations in the absence of senior leadership.
• Act as the Travel Pass Champion and ensure compliance with applicable procedures and standards.
• Communicate daily operational updates, expectations, and service priorities to the front office team.
• Oversee and coordinate VIP arrivals and special guest requests.
• Maintain a visible presence in the lobby and act as a Lobby Ambassador to enhance the guest experience.
• Track, monitor, and follow up on in-house guest challenges and service concerns to ensure timely resolution.
• Resolve guest-related issues professionally and effectively to maintain guest satisfaction.
• Liaise with other hotel departments to ensure seamless service delivery and operational efficiency.
• Assist with post-stay guest follow-up and service recovery efforts.
• Perform other duties and responsibilities as assigned by hotel leadership.

• Associate's degree (A.
  
  A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Track record of delivering exceptional guest or client experience.
• Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Appropriate professional appearance and demeanor.
• Knowledge of Opera and internet software preferred.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

While performing the duties of this job, the employee is regularly required to stand, walk and talk or hear. The employee is…