Front Desk Supervisor
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What you'll do
- Support daily Front Desk and guest service operations including check-in/check-out processes, guest requests, and lobby experience management.
- Supervise, support, and motivate Front Desk Agents and guest service teams to deliver exceptional hospitality experiences.
- Help ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.
- Respond quickly and professionally to guest concerns, service recovery situations, and special requests to ensure positive guest experiences.
- Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
- Partner closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support seamless hotel operations.
- Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.
- Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.
- Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.
- Support VIP arrivals, group check-ins, and elevated guest experience opportunities as needed.
- Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.
- Any other duties assigned.
What they're looking for
- At least 2 years of experience in a customer service role.
- Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to multitask and thrive in a fast-paced hospitality environment.
- Strong organizational skills with attention to detail and operational consistency.
- Positive, collaborative, and service-focused leadership approach.
- Ability to work collaboratively across departments and support operational teamwork.
- Flexible availability including mornings, evenings, weekends, holidays, and on-call support as needed.
Nice to have
- Previous Front Desk, hotel operations, guest services, hospitality, or customer service experience preferred.
- Previous leadership or supervisory experience within hotels or hospitality operations preferred.
- Experience handling guest recovery situations and creating exceptional guest experiences preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
We’re People People. Are you?
We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast 🚀).
With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.
But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).
What this role is all about
Front Desk Supervisor
What this role is all about
The Front Office is the heartbeat of the guest experience — and as the Front Desk Supervisor, you’ll help lead the team that creates welcoming, seamless, and memorable stays from check-in to check-out.
This role is perfect for someone who thrives in a fast-paced hospitality environment and enjoys balancing guest service, team support, and daily hotel operations. You’ll help oversee Front Desk operations, support guest satisfaction, and ensure every interaction reflects the warmth and energy of Sonesta’s People People culture.
If you’re service-driven, organized, collaborative, and passionate about hospitality leadership — we’d love to meet you.
What you’ll be doing
What you’ll be doing
Support daily Front Desk and guest service operations including check-in/check-out processes, guest requests, and lobby experience management.
Supervise, support, and motivate Front Desk Agents and guest service teams to deliver exceptional hospitality experiences.
Help ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.
Respond quickly and professionally to guest concerns, service recovery situations, and special requests to ensure positive guest experiences.
Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
Partner closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support seamless hotel operations.
Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.
Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.
Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.
Support VIP arrivals, group check-ins, and elevated guest experience opportunities as needed.
Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.
Any other duties assigned.
What great looks like
At least 2 years of experience in a customer service role.
Previous Front Desk, hotel operations, guest services, hospitality, or customer service experience preferred.
Previous leadership or supervisory experience within hotels or hospitality operations preferred.
Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
Excellent communication, interpersonal, and problem-solving skills.
Ability to multitask and thrive in a fast-paced hospitality environment.
Strong organizational skills with attention to detail and operational consistency.
Positive, collaborative, and service-focused leadership approach.
Experience handling guest recovery situations and creating exceptional guest experiences preferred.
Ability to work collaboratively across departments and support operational teamwork.
Flexible availability including mornings, evenings, weekends, holidays, and on-call support as needed.
Anticipated Pay Range & Additional Job Information
How we reward you
At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.
Here’s a snapshot of what we offer:
- Medical, Dental & Vision Insurance
- Health Savings Account (HSA) with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation & Sick Time
- Paid Parental Leave
- Company-Paid Life Insurance
- Company-Paid Short-Term & Long-Term Disability
- Hospital Indemnity, Critical Illness & Accident Insurance
- Educational Assistance
- Sonesta Hotel Discounts (yes, you’ll want to use these ✈️)
- Additional Perks & Employee Discounts
Our Commitment to You
Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Before You Apply
To be considered, please complete the full application in addition to submitting your resume. Incomplete applications will not be reviewed.
Company
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