Front Desk Manager

Sonesta Hotels International Corporation; Washington; On-site; USD 65,000 - 68,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA with Company Match

401(k) Retirement Plan with Company |1

Paid Vacation & Sick Time

Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Front Desk Manager to lead daily Front Office operations, drive guest satisfaction, and develop a high-performing team across the front desk and related guest services areas.

You will supervise, train, and schedule front desk staff, partner with housekeeping and other departments, and oversee check-in/check-out processes with an emphasis on welcoming, efficient service and operational excellence.

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field.
• 3+ years of Front Office or hospitality leadership experience.
• Previous supervisory or management experience within hotels.
• Strong knowledge of Front Desk operations and PMS systems.
• 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.

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.
• 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 with Housekeeping, Engineering, F&B, 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 standards, safety procedures, brand standards, and guest service expectations.
• Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hospitality operations.
• Support VIP arrivals, group business, special requests, and elevated guest experiences.
• Create a welcoming, energetic, and guest-focused environment aligned with Sonesta's People People culture.

Skills

Front Office leadership

Guest services

Communication

Conflict resolution

Multitasking

Organizational skills

Education

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

Tools

PMS systems

Reservations systems

Front Desk technology

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

The Front Desk Manager is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk. The main focus of the role is the training, managing, and scheduling of the front desk team. This role also assists the Front Office Manager with the accounting and human resources functions of the Front Office.

The Front Desk Manager serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The Front Desk Manager also represents the hotel with all guests in absence of the General Manager and Operations Manager. Will also function as a Guest Service Agent.

What you'll be doing

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 Desk 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.

• 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

$65,120.00 - $68,120.00 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/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.