Guest Experience Supervisor – Front Desk

Sonesta International Hotels Corporation; Rosemont (IL); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) with Company Match

Paid Vacation & Sick Days

Hotel Discounts

Job summary

Sonesta International Hotels Corporation in Rosemont, IL seeks a Front Desk Supervisor to lead the guest service team and ensure a welcoming experience from check-in to checkout.

You will oversee Front Desk operations, coordinate with Housekeeping and Engineering, manage reservations and room inventory, and drive upselling and service recovery initiatives while upholding brand standards.

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.

Responsibilities

• 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.

Skills

Customer service

Leadership

Front desk operations

Communication

Multitasking

Tools

PMS systems

Reservations systems

Room inventory management

Job description

Sonesta International Hotels Corporation in Rosemont, IL seeks a Front Desk Supervisor to lead the guest service team and ensure a welcoming experience from check-in to checkout.

You will oversee Front Desk operations, coordinate with Housekeeping and Engineering, manage reservations and room inventory, and drive upselling and service recovery initiatives while upholding brand standards.