Front Desk Supervisor - Guest Experience Leader

Sonesta International Hotels; El Segundo (CA); On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account (Company Match)

401(k) Retirement Plan (Company Match)

Paid Vacation and Sick Days

Hotel Discounts

Educational Assistance

Paid Parental Leave

Life Insurance (Company Paid)

Short Term Disability Insurance

Long Term Disability Insurance

Employee Perks and Discounts

Hospital Indemnity Insurance

Critical Illness Insurance

Accident Insurance

Job summary

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the front office and ensure welcoming, seamless stays from check-in to check-out.

You’ll supervise Front Desk Agents, coordinate room assignments and reservations, and partner with Housekeeping, Engineering and F&B to sustain guest satisfaction and operational excellence in a fast-paced environment. This role supports onboarding, training, scheduling, and ongoing service improvements.

Qualifications

• Minimum 2 years of experience in a customer service role.
• Experience in Front Desk, hotel operations, guest services or customer service 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, service-focused leadership approach.
• Experience handling guest recovery 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

Front Desk

Operations

Guest Services

Leadership

PMS

Reservations

Communication

Multitasking

Organization

Teamwork

Tools

PMS Systems

Reservations system

Job description

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the front office and ensure welcoming, seamless stays from check-in to check-out.

You’ll supervise Front Desk Agents, coordinate room assignments and reservations, and partner with Housekeeping, Engineering and F&B to sustain guest satisfaction and operational excellence in a fast-paced environment. This role supports onboarding, training, scheduling, and ongoing service improvements.