Guest Experience Leader: Front Desk Supervisor

Sonesta Hotels International Corporation; Rosemont (IL); Sur place; USD 33 000 - 36 000; Plein temps

Avantages offerts par ce poste

Medical, Dental and Vision Insurance

Health Savings Account with Company Mа

401(k) Retirement Plan with Company Mа

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Company Paid Short Term and Long Term 

Various Employee Perks and Discounts

Hospital Indemnity

Critical Illness Insurance

Accident Insurance

Résumé du poste

Sonesta International Hotels in Rosemont, IL, is seeking a Front Desk Supervisor to lead the guest services team and ensure welcoming, seamless stays from check-in to check-out.

This role suits service-driven leaders who thrive in a fast-paced hospitality environment, balancing guest needs, team coaching, and daily operations while upholding Sonesta's People People culture.

Join a dynamic portfolio across properties with opportunities to enhance guest experiences and drive operational excellence.

Qualifications

• At least 2 years of experience in a customer service role.
• Previous Front Desk, hotel operations, guest services, hospitality, or customer service experience preferred.
• Previous leadership or supervisory experience within hotels or hospitality operations preferred.
• Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Strong organizational skills with attention to detail and operational consistency.
• Positive, collaborative, and service-focused leadership approach.
• Experience handling guest recovery situations and creating exceptional guest experiences preferred.
• Ability to work collaboratively across departments and support operational teamwork.
• Flexible availability including mornings, evenings, weekends, holidays, and on-call support as needed.

Responsabilités

• 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 closely 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.
• Any other duties assigned.

Connaissances

Customer service

Leadership

Front Desk operations

Communications

Guest service

Multitasking

Outils

PMS systems

Reservations systems

Description du poste

Sonesta International Hotels in Rosemont, IL, is seeking a Front Desk Supervisor to lead the guest services team and ensure welcoming, seamless stays from check-in to check-out.

This role suits service-driven leaders who thrive in a fast-paced hospitality environment, balancing guest needs, team coaching, and daily operations while upholding Sonesta's People People culture.

Join a dynamic portfolio across properties with opportunities to enhance guest experiences and drive operational excellence.