Front Desk Manager

Sonesta Hotels; Lihue (HI); On-site; USD 66,000 - 76,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with Company Match

Paid Vacation & Sick Time

Parental Leave

Hotel Discounts

Job summary

Sonesta International Hotels is hiring a Front Office Manager in Hawaii to lead daily Front Office operations, drive guest satisfaction, and manage a team across the front desk and related guest services.

You will supervise, coach, and develop Front Desk Agents and Bell/Valet staff, ensuring smooth check-in/check-out and a welcoming lobby atmosphere aligned with Sonesta’s People People culture.

Qualifications

• Bachelor’s degree in Hospitality Management or related field.
• 3+ years of Front Office or hotel leadership experience.
• Experience supervising front desk and guest services teams.
• Strong knowledge of PMS and reservations processes.
• Excellent communication and guest service skills.

Responsibilities

• Lead daily Front Office operations including check-in/check-out and lobby experience.
• Coach and develop Front Desk Agents and Bell/Valet staff.
• Maintain high guest satisfaction and operational efficiency.
• Monitor guest feedback and resolve issues promptly.
• Collaborate with Housekeeping, F&B, Revenue, and hotel leadership.
• Support hiring, onboarding, and team development.

Skills

Front Office operations

PMS systems

Guest services

Leadership

Communication

Education

Bachelor’s degree in Hospitality Management

Tools

Hotel management software

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

Are you a people person with a passion for hospitality? First impressions matter — and our Front Office team helps set the tone for every guest stay. As the Front Office Manager, you’ll lead the daily operations of the front desk while creating seamless, welcoming, and memorable guest experiences from check-in to check-out.

This role is perfect for someone who thrives in a fast-paced hospitality environment and loves balancing guest service, team leadership, and hotel operations. You’ll oversee Front Desk operations, support guest satisfaction, lead and develop teams, and help ensure every guest 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

• Lead day-to-day Front Office operations including Front Desk,Bell Services, Valet Services,guestservices, check-in/check-out processes, and lobby experience management.

• Supervise, train, schedule, coach, and develop Front Desk Agents, Bell/Valet Staff, possibly Concierge Staffand guest service teams to deliver exceptional hospitality experiences.

• Ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.

• Monitor guest feedback, online reviews, service recovery situations, and guest concerns to ensure prompt and professional resolution.

• Oversee room inventory management, room assignments, reservations coordination, upselling initiatives, and occupancy optimization.

• Partner closely with Housekeeping, Engineering, Food & Beverage, Revenue Management, and hotel leadership teams to support seamless guest experiences.

• Support hiring, onboarding, employee engagement, performance management, and ongoing team development initiatives.

• Monitor departmental productivity, labor management, operational reporting, cash handling, and Front Office financial performance.

• Ensure compliance with hotel operational standards, safety procedures, brand standards, and guest service expectations.

• Maintain strong knowledge of PMS systems, reservations systems, hotel procedures, loyalty programs, and hospitality operations.

• Support VIP arrivals, group business, special requests, and elevated guest experience opportunities.

• Help create a welcoming, energetic, and guest-focused environment aligned with Sonesta’s People People philosophy.

• Any otherdutiesas assigned

What great looks like

• Bachelor’s degree in Hospitality Management, Business, or related field preferred.

• 3+ years of Front Office, hotel operations, guest services, or hospitality leadership experience preferred.

• Previous supervisory or management experience within hotels or hospitality environments preferred.

• Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.

• Excellent communication, leadership, conflict resolution, and customer service skills.

• Ability to multitask and thrive in a fast-paced hospitality environment.

• Strong organizational, problem-solving, and operational management skills.

• Experience managing guest recovery situations and creating exceptional guest experiences.

• A passion for hospitality, leadership, teamwork, guest engagement, and operational excellence.

• Flexible availability including mornings, evenings, weekends, holidays, and on-call support as needed.

Anticipated Pay Range & Additional Job Information

$66,000-$76,000K - Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job specific/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.