Guest Experience Lead — Front Desk

Sonesta International Hotels Corporation; Washington (District of Columbia); On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with match

Paid time off

Parental leave

Life insurance

Disability coverage

Employee discounts

Job summary

Sonesta International Hotels Corporation is seeking a Front Desk Supervisor to lead our Front Desk team and ensure welcoming, seamless guest experiences across a fast-paced hotel environment.

You will oversee check-in/check-out, guest requests, and lobby operations while coaching Front Desk Agents and collaborating with Housekeeping, Engineering, and F&B to maintain high service standards.

Qualifications

• At least 2 years of experience in a customer service role.
• Leadership or supervisory experience within hotels or hospitality operations preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Support daily Front Desk and guest service operations including check-in/check-out processes, guest requests, and lobby experience management.
• Supervise, support, and motivate Front Desk Agents and guest service teams to deliver exceptional hospitality experiences.
• Help ensure smooth hotel operations while maintaining high levels of guest satisfaction, service quality, and operational efficiency.
• Respond quickly and professionally to guest concerns, service recovery situations, and special requests to ensure positive guest experiences.
• Assist with room assignments, reservations coordination, room inventory management, and upselling opportunities.
• Partner with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support seamless hotel operations.
• Support onboarding, training, coaching, scheduling, and operational communication for Front Desk team members.
• Assist with cash handling, shift balancing, operational reporting, and daily Front Office procedures.
• Maintain strong knowledge of PMS systems, reservations systems, loyalty programs, and hotel operational standards.
• Support VIP arrivals, group check-ins, and elevated guest experience opportunities as needed.
• Ensure compliance with hotel policies, brand standards, safety procedures, and guest service expectations.

Skills

Customer service

Leadership

Tools

PMS systems

Job description

Sonesta International Hotels Corporation is seeking a Front Desk Supervisor to lead our Front Desk team and ensure welcoming, seamless guest experiences across a fast-paced hotel environment.

You will oversee check-in/check-out, guest requests, and lobby operations while coaching Front Desk Agents and collaborating with Housekeeping, Engineering, and F&B to maintain high service standards.