Guest Experience Leader – Front Desk

Sonesta Hotels International Corporation; Columbus (OH); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA with Company Match

401(k) with Company Match

Paid Vacation

Paid Parental Leave

Life Insurance

Disability Insurance

Educational Assistance

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, promoting Sonesta's People People culture. Flexible scheduling and collaboration with housekeeping, engineering, and F&B are essential as you drive guest satisfaction and upsell opportunities.

Qualifications

• Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.
• Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.
• Strong attention to detail, organization, and problem-solving skills.
• Positive, collaborative, and service-focused mindset.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.
• A passion for hospitality leadership, guest engagement, and creating memorable stays for every guest.

Responsibilities

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling procedures accurately using PMS and POS systems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership teams to support smooth operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
• Follow hotel procedures, brand standards, safety guidelines, and guest service expectations.

Skills

Communication

Guest service

Multitasking

PMS systems

Reservations platforms

Cash handling

Attention to detail

Team collaboration

Guest engagement

Tools

PMS systems

Reservations platforms

POS systems

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, promoting Sonesta's People People culture. Flexible scheduling and collaboration with housekeeping, engineering, and F&B are essential as you drive guest satisfaction and upsell opportunities.