Front Desk Manager | Guest Experience Leader

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

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.