Front Desk Team Lead – Guest Experience & Operations

Sonesta Hotels; United States; On-site; USD 40,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account (HSA) with 公司匹配

401(k) Retirement Plan with Company匹配

Paid Vacation & Sick Time

Paid Parental Leave

Job summary

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the front desk team, train staff, and schedule coverage across mornings, evenings, weekends, and holidays. You will work under the Operations Manager, oversee front desk software (Opera and Synxis), and serve as the guest service ambassador in the GM's absence.

This role requires at least two years hotel experience, English fluency, strong communication, budgeting basics, and ServSafe/TIPS certifications.

Qualifications

• High School diploma or equivalent required.
• Two years of hotel experience required.
• Background in extended stay industry preferred.
• Fluent English; other languages beneficial.
• Strong verbal and written communication skills.
• Mathematical skills including budgeting and variances preferred.
• Problem solving, organizational and training abilities preferred.
• ServSafe certification required.
• TIPS certification may be required.
• Experience with Microsoft Office and Opera systems required.
• Valid driver’s license required.
• Must be able to work mornings, evenings, weekends, and holidays.

Responsibilities

• Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.
• Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Responsible for the supervision of the security of cash, credit card transactions, and guest information.
• Supervise the overall seasonal demand reservation strategy as communicated by the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
• Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
• Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
• Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
• Regularly sell hotel rooms through direct client contact.
• Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned.

Skills

Fluent English

Verbal and written communication

Mathematical skills

Problem solving

Organizational abilities

Driver's license

Education

High School diploma or equivalent

Tools

Microsoft Office

Opera systems

Job description

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the front desk team, train staff, and schedule coverage across mornings, evenings, weekends, and holidays. You will work under the Operations Manager, oversee front desk software (Opera and Synxis), and serve as the guest service ambassador in the GM's absence.

This role requires at least two years hotel experience, English fluency, strong communication, budgeting basics, and ServSafe/TIPS certifications.