Guest Experience Leader — Front Desk & Operations

Sonesta Hotels; Lihue (HI); On-site; USD 66,000 - 76,000; 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

Company-Paid Life Insurance

Disability Insurance

Educational Assistance

Hotel Discounts

Additional Perks & Discounts

Job summary

Sonesta International Hotels in Hawaii seeks a Front Office Manager to lead daily front desk operations, supervise staff, and enhance guest satisfaction from check-in to check-out.

You will coordinate with Housekeeping, Engineering, F&B, and Revenue Management to deliver seamless guest experiences, uphold brand standards, and develop the front office team in a fast-paced resort environment.

Qualifications

• Bachelor’s degree in Hospitality Management preferred.
• 3+ years in Front Office or hotel operations, with leadership experience preferred.
• Previous supervisory experience in hospitality encouraged.

Responsibilities

• Lead day-to-day Front Office operations including Front Desk, Bell Services, Valet, guest services, and lobby experience management.
• Supervise and coach Front Desk Agents and guest service teams to deliver hospitality experiences.
• Maintain high guest satisfaction and operational efficiency.
• Monitor guest feedback and resolve service issues promptly.
• Oversee room inventory, reservations, upselling, and occupancy optimization.
• Collaborate with Housekeeping, Engineering, F&B, Revenue Management, and hotel leadership.
• Support hiring, onboarding, and team development.
• Monitor productivity, labor, and front office financial performance.
• Ensure compliance with standards and safety.
• Maintain knowledge of PMS and loyalty programs.
• Support VIP arrivals, group business, special requests, elevated guest experiences.
• Contribute to friendly, energetic, guest-focused environment per Sonesta People People culture.
• Any other duties as assigned

Skills

Front Office Operations

Team Leadership

Guest Service Excellence

Communication Skills

Education

Bachelor’s degree in Hospitality Management

Tools

PMS Systems

Job description

Sonesta International Hotels in Hawaii seeks a Front Office Manager to lead daily front desk operations, supervise staff, and enhance guest satisfaction from check-in to check-out.

You will coordinate with Housekeeping, Engineering, F&B, and Revenue Management to deliver seamless guest experiences, uphold brand standards, and develop the front office team in a fast-paced resort environment.