Front Desk Manager

Sonesta International Hotels; 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

Employee Perks and Discounts

Hospital Indemnity

Critical Illness Insurance

Accident Insurance

Job summary

Sonesta International Hotels is hiring a Front Desk Manager in Chicago to oversee MOD shifts, lead the front office team, and collaborate with other departments to ensure outstanding guest experiences. You will supervise staff, drive service recovery, and contribute to sales efforts and guest satisfaction.

The role requires an AA degree or equivalent and knowledge of Opera. Strong communication, leadership, and training skills are essential to deliver high-quality hospitality.

Qualifications

• AA degree or equivalent from a two-year college or technical school.
• Six months to one-year related experience and/or training, or equivalent.
• 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.

Responsibilities

• Provide outstanding guest service with a professional, friendly demeanor.
• Respond promptly and professionally to guest inquiries and service recovery.
• Utilize selling techniques to maximize occupancy and revenue.
• Lead onboarding, training and ongoing development for front office staff.
• Manage employee performance including coaching, counseling and discipline as appropriate.
• Supervise front office operations for efficiency and smooth daily operations.
• Recruit, interview and participate in hiring decisions for front office staff.
• Ensure accurate processing of guest accounts, billing and invoices.
• Coordinate with group contacts and travel agents for special requests.
• Support sales and marketing initiatives as directed by hotel leadership.
• Maintain strong interdepartmental relationships for seamless service delivery.
• Oversee cash handling procedures per hotel standards.
• Ensure compliance with check-in procedures and brand standards.
• Serve as Manager on Duty during assigned shifts.
• Communicate daily updates and priorities to the front office team.
• Oversee VIP arrivals and special guest requests.
• Maintain lobby presence as a Lobby Ambassador.
• Follow up on in-house guest challenges and service concerns.
• Resolve guest issues professionally and effectively.

Skills

Guest service

Communication

Training & development

Leadership

Hiring

Education

Associate's degree or equivalent

Tools

Opera software

Job description

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 acts as Front Office management presence in covering Manager on Duty (MOD) shifts. This position will require close cooperation with all hotel departments emphasizing guest service and satisfaction. Supervision of all front office line staff would be a primary focus.

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 is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit, climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

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.

• 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 and 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.