Front Office Leader — Guest Experience & Team Development

Sonesta International Hotels Corporation; Miami Beach (FL); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account with Company Hs

401(k) Retirement Plan with Company 2%

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Job summary

Sonesta International Hotels Corporation is seeking a Front Office Manager in Miami Beach, FL. You will lead the daily Front Office operations, including the Front Desk, Bell Services, and lobby experience, while driving guest satisfaction and staff performance.

The role requires 3+ years in Front Office or hospitality leadership, with a focus on operational efficiency and guest engagement. A strong knowledge of PMS systems and reservations is essential, along with excellent communication and

Qualifications

• Bachelor’s degree in Hospitality Management, Business, or related field preferred.
• 3+ years of Front Office, hotel operations, guest services, or hospitality leadership experience preferred.
• Previous supervisory or management experience within hotels or hospitality environments preferred.
• Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
• Excellent communication, leadership, conflict resolution, and customer service skills.
• Ability to multitask and thrive in a fast-paced hospitality environment.

Responsibilities

• Lead day-to-day Front Office operations including Front Desk, Bell Services, Valet Services, guest services, check-in/check-out processes, and lobby experience management.
• Supervise, train, schedule, coach, and develop Front Desk Agents, Bell/Valet Staff, possibly Concierge Staff and guest service teams to deliver exceptional hospitality experiences.
• Ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.
• Monitor guest feedback, online reviews, service recovery situations, and guest concerns to ensure prompt and professional resolution.
• Oversee room inventory management, room assignments, reservations coordination, upselling initiatives, and occupancy optimization.
• Partner closely with Housekeeping, Engineering, Food & Beverage, Revenue Management, and hotel leadership teams to support seamless guest experiences.
• Support hiring, onboarding, employee engagement, performance management, and ongoing team development initiatives.
• Monitor departmental productivity, labor management, operational reporting, cash handling, and Front Office financial performance.
• Ensure compliance with hotel operational standards, safety procedures, brand standards, and guest service expectations.
• Maintain strong knowledge of PMS systems, reservations systems, hotel procedures, loyalty programs, and hospitality operations.
• Support VIP arrivals, group business, special requests, and elevated guest experience opportunities.
• Help create a welcoming, energetic, and guest-focused environment aligned with Sonesta’s People People philosophy.
• Any other duties as assigned.

Skills

Front Office Leadership

Guest Service

Team Leadership

Conflict Resolution

Education

Bachelor’s degree in Hospitality Management, Business, or related field

Tools

PMS systems

Reservations systems

Job description

Sonesta International Hotels Corporation is seeking a Front Office Manager in Miami Beach, FL. You will lead the daily Front Office operations, including the Front Desk, Bell Services, and lobby experience, while driving guest satisfaction and staff performance.

The role requires 3+ years in Front Office or hospitality leadership, with a focus on operational efficiency and guest engagement. A strong knowledge of PMS systems and reservations is essential, along with excellent communication and