Front Desk Manager

Sonesta International Hotels Corporation; Miami Beach (FL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account with Company Hs

401(k) Retirement Plan with Company 2%

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Job summary

Sonesta International Hotels Corporation is seeking a Front Office Manager in Miami Beach, FL. You will lead the daily Front Office operations, including the Front Desk, Bell Services, and lobby experience, while driving guest satisfaction and staff performance.

The role requires 3+ years in Front Office or hospitality leadership, with a focus on operational efficiency and guest engagement. A strong knowledge of PMS systems and reservations is essential, along with excellent communication and

Qualifications

• 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.

Responsibilities

• Lead day-to-day Front Office operations including Front Desk, Bell Services, Valet Services, guest services, check-in/check-out processes, and lobby experience management.
• Supervise, train, schedule, coach, and develop Front Desk Agents, Bell/Valet Staff, possibly Concierge Staff and 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 other duties as assigned.

Skills

Front Office Leadership

Guest Service

Team Leadership

Conflict Resolution

Education

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

Tools

PMS systems

Reservations systems

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

• Lead day-to-day Front Office operations including Front Desk, Bell Services, Valet Services, guest services, check-in/check-out processes, and lobby experience management.
• Supervise, train, schedule, coach, and develop Front Desk Agents, Bell/Valet Staff, possibly Concierge Staff and 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 other duties as 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

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.

We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues.

Sonesta is a proud 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.