Front Desk Supervisor

Sonesta International Hotels Corporation; Rosemont (IL); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with Company Match

Paid Vacation & Sick Days

Hotel Discounts

Job summary

Sonesta International Hotels Corporation in Rosemont, IL seeks a Front Desk Supervisor to lead the guest service team and ensure a welcoming experience from check-in to checkout.

You will oversee Front Desk operations, coordinate with Housekeeping and Engineering, manage reservations and room inventory, and drive upselling and service recovery initiatives while upholding brand standards.

Qualifications

• At least 2 years of experience in a customer service role.
• Previous Front Desk, hotel operations, guest services, hospitality, or customer service experience preferred.
• Previous leadership or supervisory experience within hotels or hospitality operations preferred.
• Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Strong organizational skills with attention to detail and operational consistency.
• Positive, collaborative, and service-focused leadership approach.
• Experience handling guest recovery situations and creating exceptional guest experiences preferred.
• Ability to work collaboratively across departments and support operational teamwork.
• Flexible availability including mornings, evenings, weekends, holidays, and on-call support as needed.

Responsibilities

• Support daily Front Desk and guest service operations including check-in/check-out processes, guest requests, and lobby experience management.
• Supervise, support, and motivate Front Desk Agents and guest service teams to deliver exceptional hospitality experiences.
• Help ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.
• Respond quickly and professionally to guest concerns, service recovery situations, and special requests to ensure positive guest experiences.
• Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
• Partner closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support seamless hotel operations.
• Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.
• Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.
• Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.
• Support VIP arrivals, group check-ins, and elevated guest experience opportunities as needed.
• Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.

Skills

Customer service

Leadership

Front desk operations

Communication

Multitasking

Tools

PMS systems

Reservations systems

Room inventory management

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 Office is the heartbeat of the guest experience — and as the Front Desk Supervisor, you’ll help lead the team that creates welcoming, seamless, and memorable stays from check-in to check-out.

What you’ll be doing

Support daily Front Desk and guest service operations including check-in/check-out processes, guest requests, and lobby experience management.

Supervise, support, and motivate Front Desk Agents and guest service teams to deliver exceptional hospitality experiences.

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

Respond quickly and professionally to guest concerns, service recovery situations, and special requests to ensure positive guest experiences.

Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.

Partner closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support seamless hotel operations.

Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.

Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.

Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.

Support VIP arrivals, group check-ins, and elevated guest experience opportunities as needed.

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

Any other duties assigned.

What great looks like

At least 2 years of experience in a customer service role.

Previous Front Desk, hotel operations, guest services, hospitality, or customer service experience preferred.

Previous leadership or supervisory experience within hotels or hospitality operations preferred.

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

Excellent communication, interpersonal, and problem-solving skills.

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

Strong organizational skills with attention to detail and operational consistency.

Positive, collaborative, and service-focused leadership approach.

Experience handling guest recovery situations and creating exceptional guest experiences preferred.

Ability to work collaboratively across departments and support operational teamwork.

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

Anticipated Pay Range & Additional Job Information

Pay Range $24.00 - $26.00/hr. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

Anticipated Pay Range & Additional Job Information Anticipated Pay Range & Additional Job Information Pay Range $24.00 - $26.00/hr. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.

We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• 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
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

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.

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 are an 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.