Front Office Manager: Guest Experience Leader

Sonesta International Hotels Corporation; Hilton Head Island (SC); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

HSA with Company Match

401(k) with Company Match

Paid Vacation & Sick Time

Paid Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels Corporation seeks a Front Office Manager to oversee daily front desk operations, guest services, and staff leadership in a fast-paced hotel setting at our Hilton Head Island property. The role focuses on delivering prompt, professional service from arrival to departure and driving guest satisfaction.

You will lead training, scheduling, and performance initiatives, while supporting budget goals and brand standards.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 3 years of front office or guest services experience, with at least 1 year in a supervisory or management role.
• Proficiency in hotel property management systems (Opera experience preferred).
• Ability to work a flexible schedule, including nights, weekends, and holidays.
• Perform physical tasks such as standing and lifting up to 50 lbs.

Responsibilities

• Oversee daily front office operations, including guest check-in/check-out, concierge, bell services, business center, and telephone operations to ensure exceptional guest service.
• Lead, train, and schedule front office staff, ensuring they are equipped with the tools and knowledge needed to perform effectively and deliver service excellence.
• Monitor guest interactions and implement service recovery procedures to ensure high levels of guest satisfaction and personal recognition.
• Support budget planning and financial performance, including controlling labor costs and maximizing revenue within front office areas.
• Ensure compliance with hotel credit policies, security procedures, and cash handling protocols to maintain operational integrity.
• Analyze guest satisfaction scores and operational data, developing action plans to drive continuous improvement and meet departmental goals.
• Conduct regular inspections of front office and public areas to uphold brand standards and a professional guest experience.

Education

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

Minimum 3 years front office/guest services experience with 1+ year supervisory

Proficiency in hotel property management systems (Opera preferred)

Flexible schedule including nights, weekends, holidays

Ability to perform physical tasks up to 50 lbs

Tools

Opera PMS

Job description

Sonesta International Hotels Corporation seeks a Front Office Manager to oversee daily front desk operations, guest services, and staff leadership in a fast-paced hotel setting at our Hilton Head Island property. The role focuses on delivering prompt, professional service from arrival to departure and driving guest satisfaction.

You will lead training, scheduling, and performance initiatives, while supporting budget goals and brand standards.