Front Desk Manager

Sonesta Hotels International Corporation in; Chicago (IL); On-site; USD 60,000 - 67,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company

401(k) Retirement Plan with Company

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

Accident Insurance

Job summary

Sonesta Hotels International Corporation in Chicago seeks a Front Desk Manager (Finance) to lead front office operations at a full-service hotel, train the front office team, and ensure exceptional guest service and operational efficiency. Responsibilities include recruiting, onboarding, scheduling, coaching, and enforcing policies to deliver a consistent elevated guest experience.

The role involves managing guest accounts, coordinating with sales and other departments, and serving as MOD during

Qualifications

• Associate's degree or equivalent from two-year college or technical school, or 6 months to 1 year of related experience.
• Track record of delivering exceptional guest or client experience.
• Communication skills used for training and safety, and interacting with guests and associates.
• Professional appearance and demeanor.
• Knowledge of Opera and internet software preferred.
• Ability to read and comprehend simple instructions and memos.
• Ability to present information effectively in one-on-one and small groups.

Responsibilities

• Provide outstanding guest service with a professional, friendly demeanor.
• Respond promptly to guest inquiries, concerns, and service recovery situations.
• Utilize selling techniques to maximize occupancy and revenue.
• Lead onboarding, training, and ongoing development for front office staff.
• Manage performance, coaching, discipline, and corrective action as needed.
• Supervise front office team for efficient daily operations.
• Recruit, interview, and participate in hiring decisions for front office staff.

Skills

Guest service

Communication

Leadership

Professional demeanor

Customer interaction

Education

Associate's degree or equivalent

Tools

Opera PMS

Job description

Sonesta Hotels International Corporation

Front Desk Manager (Finance)

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.

Job Description Summary

The Front Desk Manager is responsible for overseeing front office operations to ensure exceptional guest service and efficient day-to-day performance at a full-service hotel. This role leads, trains, and develops the front office team while maintaining high service standards and operational efficiency. Responsibilities include recruiting, interviewing, and making hiring decisions; onboarding and training employees; creating schedules; and providing ongoing coaching and development. A strong emphasis is placed on training and development to ensure team members are knowledgeable, confident, and equipped to deliver a consistent and elevated guest experience. The Front Desk Manager is also responsible for performance management, including addressing performance concerns, administering disciplinary action when appropriate, and ensuring compliance with hotel policies and procedures.

This position serves as a key point of contact for guest relations, handling escalated guest concerns and working collaboratively with other departments to deliver a seamless guest experience. The Front Desk Manager is also expected to maintain a visible leadership presence throughout the hotel and regularly cover Manager on Duty (MOD) shifts to support hotel operations and guest needs across all departments.

Job Description

Principle duties and responsibilities (Essential Functions) include:

• Provide outstanding guest service and maintain a professional, friendly, and service-oriented demeanor.
• Respond promptly and professionally to guest inquiries, concerns, and service recovery situations.
• Utilize selling techniques to maximize room occupancy, upsell opportunities, and hotel revenue.
• Lead onboarding, training, and ongoing development for front office employees, including creating structured training plans, developing departmental processes and standard operating procedures.
• Manage employee performance, including coaching, counseling, corrective action, and discipline as appropriate.
• Supervise front office team members to ensure efficient and smooth daily operations.
• Recruit, interview, and participate in hiring decisions for front office team members.
• Ensure accurate processing of guest accounts, billing, hotel charges, and invoices.
• Coordinate and communicate with group contacts and travel agents regarding special requests and guest arrangements.
• Support sales and marketing initiatives as directed by hotel leadership.
• Build and maintain strong working relationships with all hotel departments to ensure seamless operations and guest satisfaction.
• Oversee cash handling procedures in accordance with hotel standards.
• Ensure compliance with guest check-in procedures, security protocols, and brand standards.
• Serve as Manager on Duty (MOD) during assigned morning and evening shifts, acting independently to oversee hotel operations in the absence of senior leadership.
• Act as the Travel Pass Champion and ensure compliance with applicable procedures and standards.
• Communicate daily operational updates, expectations, and service priorities to the front office team.
• Oversee and coordinate VIP arrivals and special guest requests.
• Maintain a visible presence in the lobby and act as a Lobby Ambassador to enhance the guest experience.
• Track, monitor, and follow up on in-house guest challenges and service concerns to ensure timely resolution.
• Resolve guest-related issues professionally and effectively to maintain guest satisfaction.
• Liaise with other hotel departments to ensure seamless service delivery and operational efficiency.
• Assist with post-stay guest follow-up and service recovery efforts.
• Perform other duties and responsibilities as assigned by hotel leadership.

Qualifications and Skills

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• 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.
• Appropriate professional appearance and demeanor.
• Knowledge of Opera 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.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand, walk and talk or hear. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

• Ability to stand and walk for extended periods throughout the shift.
• Ability to move throughout all areas of the hotel, including guest floors, lobby, back office, and operational areas.
• Ability to occasionally lift, carry, push, or pull up to 25 pounds.
• Ability to bend, stoop, kneel, reach, and climb stairs as needed.
• Ability to use a computer, telephone, and other office equipment for extended periods.
• Ability to work in a fast-paced environment and respond quickly to operational and guest needs.
• Ability to maintain a professional presence and interact with guests and team members throughout the shift.
• Ability to work flexible schedules, including evenings, weekends, holidays, and Manager on Duty (MOD) shifts.
• Ability to handle stressful situations with professionalism and composure.
• Must possess sufficient verbal and written communication skills to effectively interact with guests, employees, and management.

Additional Job Information/Anticipated

Pay Range

Pay range is $60,000 - $67,000 and are eligible for a Bonus Plan.

The base pay offered may vary based on various factors, including but not limited to job-related knowledge, skills, and specific/overall experience.

Benefits

• 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
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Go Beyond @SonestaHotels

WHO WE ARE

We are an organization made up of people, thoughts and ideas - all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.

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

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.