Front Office Director: Guest Experience & Operations Leader

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

Benefits offered by this job

Medical, Dental & Vision

HSA with Company Match

401(k) with Match

Paid Vacation

Paid Parental Leave

Life Insurance

Disability Insurance

Education Assistance

Hotel Discounts

Job summary

Sonesta International Hotels in Cambridge, MA, is seeking a Front Office Supervisor to oversee guest services and front desk operations. You will help train staff, ensure adherence to Sonesta Service Standards, and maintain high levels of guest satisfaction across check-in/out processes and VIP handling.

The role emphasizes active daily training, effective communication with other departments, and a commitment to delivering exceptional stays for guests.

Qualifications

• Experience in hotel front office and guest services.
• Strong communication and leadership skills.
• Ability to train and develop staff to Sonesta Service Standards.

Responsibilities

• Assist in preparing weekly work schedules and adjust staffing as needed.
• Lead pre-shift briefings and communicate daily business priorities.
• Assign tasks and monitor adherence to standards across the front office.
• Ensure staff utilize Sonesta Service Standards and provide daily training.
• Oversee check-in/check-out process to maintain efficiency and guest satisfaction.
• Handle guest complaints professionally and resolve issues promptly.
• Support staff in daily duties to ensure optimal guest service.
• Adhere to safety and hotel policies for VIPs and incidents.

Skills

Guest service

Staff training

Job description

Sonesta International Hotels in Cambridge, MA, is seeking a Front Office Supervisor to oversee guest services and front desk operations. You will help train staff, ensure adherence to Sonesta Service Standards, and maintain high levels of guest satisfaction across check-in/out processes and VIP handling.

The role emphasizes active daily training, effective communication with other departments, and a commitment to delivering exceptional stays for guests.