Front Desk Supervisor: Guest Experience Leader

Sonesta International Hotels; Hilton Head Island (SC); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Health Insurance

401(k) matching

Paid Vacation

Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the front desk team and ensure welcoming, seamless guest experiences from check-in to check-out. The role requires at least 2 years of customer service experience, prior front desk or hotel operations exposure, and strong knowledge of PMS systems, reservations, and guest service standards.

You will collaborate with housekeeping, engineering, and other departments to deliver outstanding hospitality at our Hilton Head Island

Qualifications

• At least 2 years 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.

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

PMS systems

Communication

Reservations system

Front Desk software

Tools

Reservations system

Front Desk software

Job description

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the front desk team and ensure welcoming, seamless guest experiences from check-in to check-out. The role requires at least 2 years of customer service experience, prior front desk or hotel operations exposure, and strong knowledge of PMS systems, reservations, and guest service standards.

You will collaborate with housekeeping, engineering, and other departments to deliver outstanding hospitality at our Hilton Head Island