Front Desk Supervisor

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 supervising the daily operations of both the front desk and reservations functions to ensure exceptional guest service, operational efficiency, and revenue optimization. This role serves as a key support leader for the Front Office Management team, overseeing reservations strategies, VIP pre-arrival planning, Sonesta Travel Pass loyalty program, and front desk training.

• Ensure all staff is properly trained on all front desk 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 the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Responsible for the supervision of the security of cash, credit card transactions, and guest information.
• Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Regularly sell hotel rooms through direct client contact.
• Training of new staff for the reservations Department and front desk staff.
• Pass on necessary irregular information in the system to the reservations manager or front office manager.
• Monitors package bookings and ensures that rate plan routing is built correctly.
• Serves as the Sonesta Travel Pass Champion and leading VIP pre-arrival planning and communication across departments.
• Actively assists as a Front Desk Agent when needed.
• Perform other duties as assigned.
• You will consistently deliver our GUEST model:
  • G reet or welcome everyone, warmly with a smile
  • U se eye and ear contact and guest’s name
  • E stablish/anticipate needs
  • S olve and own all requests/complaints
  • T hank everyone

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• One year certificate from college or technical school, or three to six months related experience and/or training or equivalent combination of education and experience
• Knowledge of Opera, Synxis 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
• 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.
• Bi-Lingual communications skills a plus
• Strong communication skills
• Appropriate professional appearance and demeanor

While…