Guest Experience Lead — Front Desk Manager

3M HEALTHCARE; Chicago (IL); On-site; USD 60,000 - 67,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Health Savings Account with Company  –

401(k) Retirement Plan with Company  –

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Disability Insurance

Employee Perks and Discounts

Job summary

Sonesta is seeking a Front Desk Manager to lead front office operations, supervising desk staff and coordinating with departments to ensure guest satisfaction. You will act as Manager on Duty, manage VIP arrivals, and oversee daily guest services while upholding our GUEST service standards.

Qualified candidates will have an associate degree or equivalent, strong communication skills, and familiarity with Opera PMS. Bi-lingual abilities are a plus, with competitive pay and benefits.

Qualifications

• Associate’s degree or equivalent from a two‑year college or technical school; or six months to one year of related experience and/or training; or an equivalent combination of education and experience.
• Track record of delivering exceptional guest or client experience.
• Strong communication skills, utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees.
• Appropriate professional appearance and demeanor.
• Knowledge of Opera and internet software preferred.
• Bi‑Lingual communication skills a plus.

Responsibilities

• Act independently as MOD, covering morning and evening shifts.
• Supervise all front office staff including front desk, communications, uniform services and concierge.
• Offer MOD support to other unsupervised departments as needed.
• Act as Travel pass champion.
• Distribute minutes and conduct Manager’s Meeting.
• Oversee VIP arrivals and perform VIP Escorts.
• Act as Lobby Ambassador.
• Track and follow up on in‑house guest challenges.
• Resolve guest‑related issues.
• Liaison with other departments to ensure guest satisfaction.
• Assist with post‑stay guest follow‑up.
• Perform property rounds.
• Act as Front Office representative during Pre‑Cons.
• Monitor and coordinate concierge requests.
• Provide site tours of the hotel.

Skills

Guest experience

Communication skills

Presentation skills

Professional appearance

Education

Associate degree or equivalent

6 months to 1 year related experience

Tools

Opera PMS

Internet software

Job description

Sonesta is seeking a Front Desk Manager to lead front office operations, supervising desk staff and coordinating with departments to ensure guest satisfaction. You will act as Manager on Duty, manage VIP arrivals, and oversee daily guest services while upholding our GUEST service standards.

Qualified candidates will have an associate degree or equivalent, strong communication skills, and familiarity with Opera PMS. Bi-lingual abilities are a plus, with competitive pay and benefits.