Front Desk Supervisor: Guest Experience Leader

Reitmr; Washington (District of Columbia); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Healthcare

HSA with company match

401(k) with company match

Paid vacation & sick time

Parental leave

Life Insurance

Short-term & long-term disability

Hospital indemnity & critical illness

Educational assistance

Hotel discounts

Employee discounts

Job summary

Sonesta International Hotels is seeking a Front Desk Supervisor in Washington, DC to lead daily guest services and front desk operations. You will supervise front desk staff, manage check-ins/check-outs, and coordinate with housekeeping and other departments to ensure seamless stays.

The role requires strong customer service skills, leadership experience, and proficiency with PMS and reservations systems. Expect a schedule that covers mornings, evenings, weekends, and holidays, with competitive

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.

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

Communication

Multitasking

Guest experience

Tools

PMS systems

Reservations systems

Job description

Sonesta International Hotels is seeking a Front Desk Supervisor in Washington, DC to lead daily guest services and front desk operations. You will supervise front desk staff, manage check-ins/check-outs, and coordinate with housekeeping and other departments to ensure seamless stays.

The role requires strong customer service skills, leadership experience, and proficiency with PMS and reservations systems. Expect a schedule that covers mornings, evenings, weekends, and holidays, with competitive