Front Desk Manager

Job Description Summary

Manage the activities of the front desk shift, ensuring that guests receive prompt, professional attention, and personal recognition. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, and compliance; brand standards; desk merchandising; and local policies.

• Manage all aspects of front desk operations for the assigned shift.
• Schedule employees to ensure proper coverage and assigned posts and duties.
• Monitor performance and recommend or initiate corrective or disciplinary action in accordance with company policies.
• Alert management of potentially serious issues.
• Ensure all staff is properly trained in service expectations, hotel facilities and services, local directions, safety procedures, and has the tools and equipment needed to carry out their job functions.
• Ensure guests receive prompt, professional service and are greeted upon arrival.
• Respond appropriately to guest complaints and implement service‑recovery gestures to ensure total guest satisfaction.
• Communicate to staff any VIP, Priority Club, or special‑needs requests and follow up on execution.
• Assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives.
• Manage labor costs and expenses within budget.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes, and specifications.
• Ensure procedures for the security of monies, credit and financial transactions, and guest security are followed.
• Conduct routine inspections of the front office and public areas to maintain a high standard of appearance for the hotel, brand, and company.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Serve as manager on duty as required.
• Perform other duties as assigned, including assisting staff during peak periods.

• 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
• Hospital Indemnity, Critical Illness Insurance, and Accident Insurance

Sonesta is 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, protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.