Front Office & Guest Services Lead – Elevate Stays

Sonesta International Hotels; Charlotte (NC); On-site; USD 55,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Paid Vacation

Parental Leave

Life Insurance

Disability Insurance

Employee Discounts

Hotel Discounts for Employees

Educational Assistance

Job summary

Sonesta International Hotels is seeking a Front Office Manager to lead the daily operations of the Front Desk, Guest Services, and Transportation teams. You will drive guest satisfaction, oversee check-in/out, and ensure adherence to Sonesta standards.

The role requires strong leadership, collaboration with Housekeeping and Engineering, and the ability to manage schedules, service recovery, and performance metrics across a busy hotel environment.

Qualifications

• 3+ years of Front Office leadership experience in a hotel setting.
• Supervisory or management experience required.
• Hospitality experience in full-service hotels preferred.
• Experience with airport hotel operations, airline crew business, or transportation services preferred.
• 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.

Responsibilities

• Lead, coach, and develop Front Office and Transportation team members.
• Establish clear performance expectations and hold teams accountable.
• Foster service excellence and professional teamwork.
• Conduct regular coaching sessions and performance reviews.
• Support recruiting, onboarding, and training efforts.
• Oversee Front Desk operations and guest check-in/check-out processes.
• Coordinate with Housekeeping to maximize room readiness and guest satisfaction.
• Monitor guest feedback and drive service recovery as needed.
• Lead daily stand-ups and shift briefings.
• Manage labor schedules and control departmental costs.
• Partner with other departments to ensure operational excellence.

Skills

Leadership

Front Office

Guest Services

Staff Development

Operations Management

Communication

Tools

PMS

Microsoft Office

Job description

Sonesta International Hotels is seeking a Front Office Manager to lead the daily operations of the Front Desk, Guest Services, and Transportation teams. You will drive guest satisfaction, oversee check-in/out, and ensure adherence to Sonesta standards.

The role requires strong leadership, collaboration with Housekeeping and Engineering, and the ability to manage schedules, service recovery, and performance metrics across a busy hotel environment.