Front Office & Guest Experience Leader

Sonesta International Hotels Corporation; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k)

Dental Insurance

Health Insurance

Vision Insurance

Paid Time Off

Employee Discount

Tuition Reimbursement

Life Insurance

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Complimentary Employee Meals

Sonesta Hotel Discounts

Additional Perks & Employee Discounts

Job summary

Sonesta International Hotels Corporation is seeking a Front Office Manager in Charlotte, NC to lead Front Desk, Guest Services, and Transportation teams. You will drive guest satisfaction, coach staff, and ensure consistent Sonesta standards across operations.

Responsibilities include overseeing check-in/check-out, coordinating with Housekeeping, managing labor schedules, and ensuring service excellence. The role requires strong leadership and a commitment to guest experiences across a busy

Qualifications

• Minimum three (3) years of Front Office leadership experience in a hotel environment.
• Strong leadership, communication, organizational, and problem-solving skills.
• Proven ability to coach, develop, and motivate teams.
• Experience with hotel property management systems and Microsoft Office.
• Ability to work flexible schedules, including weekends and holidays as business needs require.

Responsibilities

• Lead, coach, and develop Front Office and Transportation team members.
• Establish clear performance expectations and hold team members accountable for results.
• Foster a culture of service excellence, professionalism, teamwork, and continuous improvement.
• Conduct regular coaching sessions, one-on-one meetings, and performance reviews.
• Support recruiting, interviewing, hiring, onboarding, and training efforts.
• Recognize outstanding performance and address performance concerns promptly and professionally.
• Promote employee engagement and create a positive work environment.
• Ensure all team members understand departmental goals, service standards, and operational expectations.
• Oversee daily Front Desk operations, including guest arrivals, departures, room assignments, and guest requests.
• Ensure efficient check-in and check-out experiences.
• Monitor room inventory and coordinate with Housekeeping.
• Ensure compliance with cash handling and financial controls.
• Maintain a visible lobby presence and guest-facing areas.
• Support VIP/group arrivals and special accommodations.
• Lead guest recovery efforts and service recovery strategies.
• Ensure front office policies and standards are executed.

Skills

Leadership

Communication

Organization

Problem-solving

Coaching

Microsoft Office

Hotel PMS

PMS Tools

Tools

Property Management System (PMS)

Job description

Sonesta International Hotels Corporation is seeking a Front Office Manager in Charlotte, NC to lead Front Desk, Guest Services, and Transportation teams. You will drive guest satisfaction, coach staff, and ensure consistent Sonesta standards across operations.

Responsibilities include overseeing check-in/check-out, coordinating with Housekeeping, managing labor schedules, and ensuring service excellence. The role requires strong leadership and a commitment to guest experiences across a busy