Director of Front Office

Sonesta Hotels; Cambridge (MA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account

401(k) Match

Paid Vacation

Paid Sick Time

Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Front Office Supervisor to deliver exceptional guest service across the shift, train team members on procedures, and uphold Sonesta Service Standards. You will manage weekly schedules, assist with check-in/out, VIP arrivals, and resolve guest issues while supporting operations to ensure smooth, memorable stays.

This role offers a base pay in the anticipated range with bonus eligibility.

Qualifications

• Provide exceptional guest service throughout guests’ stay.
• Train staff on new procedures and ensure adherence to standards.
• Monitor check-in/check-out process and VIP arrivals.
• Handle guest complaints professionally and promptly.
• Involve staff in ongoing service and technical training.
• Assist with staff scheduling and labor forecasting.

Responsibilities

• Assist in preparing weekly work schedules and adjust to meet demand.
• Conduct pre-shift meetings and review day’s business.
• Assign duties and communicate changes during shifts.
• Ensure staff adheres to Sonesta Service Standards.
• Monitor VIP arrivals and escort to rooms.
• Check-in/out of guests per standards.
• Support other hotel areas as needed.

Skills

Guest Service

Staff Training

Scheduling

VIP Management

Check-in/out

Communication

Job description

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

Provides exceptional levels of guest service throughout guests’ stay, implement and train staff on new procedures, ensure that all front office quality standards are adhered to, increase communication levels within the hotel both with other departments as well as guests to ensure satisfaction.

What you'll be doing

• Assist in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet business demand.

• Assist in conducting pre-shift meetings with staff and review all information pertinent to the day's business.

• Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks.

• Ensure staff is using all Sonesta Service Standards.

• Must be actively involved in ongoing technical and personal service training on a daily basis.

• Monitor the check-in/check-out process, ensure agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

• Handle all guest complaints in a polite and professional manner.

• Assist staff with their job functions to ensure optimum service to guests.

• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

• Ensure that all VIP's are pre-registered according to standards.

• Inspect VIP arrival room's daily, ensuring compliance to standards.

• Monitor VIP arrivals; greet and escort them to their room.

• Review resumes for arriving groups; organize and coordinate master accounts and group special requests.

• Check-in/out of guests in accordance to Sonesta Service Standards.

• Other duties as assigned.

• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Anticipated Pay Range & Additional Job Information

$85k to $90k, and is eligible for a bonus plan. The Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

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.