Front Office Director — Guest Experience Leader

Sonesta Hotels; Cambridge (MA); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Health Savings Account

401(k) Match

Paid Vacation

Paid Sick Time

Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Front Office Supervisor to deliver exceptional guest service across the shift, train team members on procedures, and uphold Sonesta Service Standards. You will manage weekly schedules, assist with check-in/out, VIP arrivals, and resolve guest issues while supporting operations to ensure smooth, memorable stays.

This role offers a base pay in the anticipated range with bonus eligibility.

Qualifications

• Provide exceptional guest service throughout guests’ stay.
• Train staff on new procedures and ensure adherence to standards.
• Monitor check-in/check-out process and VIP arrivals.
• Handle guest complaints professionally and promptly.
• Involve staff in ongoing service and technical training.
• Assist with staff scheduling and labor forecasting.

Responsibilities

• Assist in preparing weekly work schedules and adjust to meet demand.
• Conduct pre-shift meetings and review day’s business.
• Assign duties and communicate changes during shifts.
• Ensure staff adheres to Sonesta Service Standards.
• Monitor VIP arrivals and escort to rooms.
• Check-in/out of guests per standards.
• Support other hotel areas as needed.

Skills

Guest Service

Staff Training

Scheduling

VIP Management

Check-in/out

Communication

Job description

Sonesta International Hotels is seeking a Front Office Supervisor to deliver exceptional guest service across the shift, train team members on procedures, and uphold Sonesta Service Standards. You will manage weekly schedules, assist with check-in/out, VIP arrivals, and resolve guest issues while supporting operations to ensure smooth, memorable stays.

This role offers a base pay in the anticipated range with bonus eligibility.