Guest Experience Leader, Front Desk Supervisor

Sonesta Hotels International Corporation; Washington; On-site; USD 39,000 - 43,000; Full time

Job summary

Sonesta International Hotels is seeking a Front Desk Supervisor to lead our guest services team at our Washington properties. This role balances guest service, team leadership, and daily hotel operations to deliver welcoming, seamless stays from check-in to check-out.

The ideal candidate has strong Front Desk knowledge, supervisory experience in hospitality, exceptional communication, and the ability to multitask in a fast-paced environment while upholding brand standards and Guest Experience

Qualifications

• Minimum 2 years in a customer service role.
• Experience in Front Desk, hotel operations, guest services, or customer service preferred.
• Previous leadership or supervisory experience within hotels or hospitality operations preferred.
• Strong knowledge of Front Desk operations, PMS systems, reservations, 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 and creating exceptional guest experiences.

Responsibilities

• Oversee front desk operations and guest service from check-in to check-out.
• Supervise, support, and motivate front desk agents and guest service teams.
• Maintain high guest satisfaction and operational efficiency.
• Respond to guest concerns and service recovery situations.
• Assist with room assignments, reservations coordination, and upselling.
• Partner with Housekeeping, Engineering, F&B and leadership teams.
• Support onboarding, training, scheduling, and communication for Front Desk.
• Assist with cash handling, shift balancing, and reporting.
• Maintain knowledge of PMS, reservations systems, and loyalty programs.
• Support VIP arrivals and group check-ins.
• Ensure compliance with policies, brand standards, and safety.
• Any other duties assigned.

Skills

Customer service

Leadership

Communication

Problem-solving

Multitasking

Organizational skills

Tools

PMS software

Reservations software

Room inventory system

Job description

Sonesta International Hotels is seeking a Front Desk Supervisor to lead our guest services team at our Washington properties. This role balances guest service, team leadership, and daily hotel operations to deliver welcoming, seamless stays from check-in to check-out.

The ideal candidate has strong Front Desk knowledge, supervisory experience in hospitality, exceptional communication, and the ability to multitask in a fast-paced environment while upholding brand standards and Guest Experience