Front Desk Manager

Sonesta Hotels International Corporation; Cambridge (MA); On-site; USD 68,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 2%

Paid Vacation & Sick Time

Paid Parental Leave

Company-Paid Life Insurance

Disability Insurance

Job summary

Sonesta International Hotels seeks a Front Office Manager to oversee daily operations, ensure guest satisfaction, and supervise Front Office staff on duty. You will train teams, enforce Sonesta standards, and coordinate between shifts to maintain smooth check-ins and VIP services.

The role emphasizes leading with integrity, driving service quality, and collaborating with other departments to enhance guest experiences across our Cambridge, MA properties.

Qualifications

• Manages daily Front Office operations and guest service.
• Trains staff on procedures and supports Managers on Duty.
• Drives adherence to Sonesta Service Standards across shifts.
• Communicates information between shifts and departments.

Responsibilities

• Supervise Front Office staff and respond to emergencies.
• Prepare weekly schedules and adjust for demand.
• Monitor check-in/check-out to meet hotel standards.
• Log and resolve guest requests or complaints in Hotsos.
• Pre-register VIPs and arrange arrivals.
• Lead with integrity and represent Sonesta values.

Skills

Front Office Management

Guest Service Excellence

Staff Training

Shift Leadership

Communication Skills

Tools

Hotsos (PMS)

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

Responsible for daily operations in the Front Office department. Provides exceptional levels of guest service throughout the guests' stay. Supervises and directs Office staff. Acts as the Manager on Duty and responds to emergency situations as needed. Implements and trains staff on new procedures; ensures that all Front Office staff Sonesta standards are adhered to.

What you'll be doing

• Always Adheres to Stay Safe with Sonesta safety standards.
• Ensures that quality services are rendered in meeting guest needs.
• Enforces standard procedures for the acceptance, security and return of guest lost and found items.
• Provides feedback on individual performance to management and disciplines staff in consultation with department head.
• Trains Front Office staff with emphasis on the activities of the AM/PM shifts such as "house set up" and sell out preparation.
• Communicates pertinent information to Front Office staff during and between shifts.
• Ensures that staff is performing to Sonesta Service Standards.

• Assists in preparing weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjusts schedule throughout the week to meet business demand.
• Assists in conducting of pre-shift meetings with staff and reviews all information pertinent to the day's business.
• Monitors the check-in/check-out processes, ensuring agreement to hotel standards; anticipates critical situations and assists wherever necessary to help alleviate the pressure and to assist guests expediently.
• Ensures all guest requests or complaints are logged in Hotsos and consistently monitored until closed.
• Handles all guest complaints in a polite and professional manner.
• Adheres to hotel requirements for guest/employee accidents or injuries and emergency situation protocols.
• Ensures that all V.I.P.'s are pre-registered according to standards.
• Inspects V.I.P. arrival rooms daily, ensuring compliance to standards.
• Monitors V.I.P. arrivals; greets and escorts them to their room if necessary.
• Reviews resumes for arriving groups; organizes and coordinates master accounts and group special requests.

Leading with Passion

• Responsible for ensuring success through the eyes of employees, guests, and owners.
• Utilizes and collaborates with resources across different departments and corporate offices.
• Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture.
• Focus on the mission and well-being of the department, hotel, and company as a whole.
• Lead by example and operate with integrity and respect.
• Inspires the team to embrace and demonstrate our values and GUEST People Standards.

Anticipated Pay Range & Additional Job Information

$68k to $72k Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/ overall experience. This position is eligible for a bonus plan.

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.