Guest Experience Lead, Front Desk

Sonesta Hotels International Corporation; Hilton Head Island (SC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 58

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the Front Desk team and ensure welcoming, seamless stays from check-in to check-out. The role balances guest service, team support, and daily hotel operations in a fast-paced hospitality environment.

The supervisor will oversee daily operations, support guest satisfaction, and reflect Sonesta's People People culture through service and leadership. Strong communication and multitasking skills are essential.

Qualifications

• At least 2 years of experience in a customer service role.
• Experience in front desk, hotel operations, guest services or related hospitality roles preferred.
• Leadership or supervisory experience in hotels or hospitality operations preferred.

Responsibilities

• Support daily Front Desk and guest service operations including check-in/check-out processes and guest requests.
• Supervise and motivate Front Desk Agents and guest service teams to deliver hospitality experiences.
• Help ensure smooth hotel operations while maintaining guest satisfaction and operational efficiency.
• Respond promptly to guest concerns and service recovery situations.
• Assist with room assignments, reservations coordination, and inventory management.
• Collaborate with Housekeeping, Engineering, F&B, and leadership to support operations.
• Assist with onboarding, training, scheduling and communication for Front Desk staff.
• Maintain knowledge of PMS, reservations, loyalty programs, and standards.

Skills

Customer service

Leadership / supervisory

Front Desk operations

PMS systems knowledge

Communication skills

Tools

PMS software

Job description

Sonesta International Hotels is seeking a Front Desk Supervisor to lead the Front Desk team and ensure welcoming, seamless stays from check-in to check-out. The role balances guest service, team support, and daily hotel operations in a fast-paced hospitality environment.

The supervisor will oversee daily operations, support guest satisfaction, and reflect Sonesta's People People culture through service and leadership. Strong communication and multitasking skills are essential.