Front Desk Manager — Hospitality Leader & Guest Experience

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

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.