Guest Services Manager

Sonesta Hotels International Corporation; Los Angeles (CA); On-site; USD 68,000 - 76,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

401(k) Retirement Plan with Company %

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Company Paid Short Term and Long Term 

Disability Insurance

Job summary

Sonesta International Hotels is seeking a Front Desk Manager to oversee MOD shifts and supervise front office staff, ensuring guest satisfaction across all interactions.

The role emphasizes hospitality excellence, VIP handling, and coordination with hotel departments to maintain service standards and guest experiences.

Qualifications

• Act independently as MOD, covering morning and evening shifts.
• Supervise all front office staff including front desk, communications, uniform services and concierge.
• Liaison with other departments to ensure guest satisfaction.
• Resolve guest related issues.
• Perform VIP escorts and track in-house guest challenges.
• Provide site tours of the hotel.

Responsibilities

• Coordinate with departments to ensure seamless guest experiences.
• Oversee VIP arrivals and departures during MOD coverage.
• Assist with post-stay guest follow-up and feedback collection.
• Lead front office team through daily operations and events.
• Support other hotel areas as needed to maintain service standards.

Skills

MOD duties

Guest service

VIP management

Front office supervision

Job description

We're People People. Are you?

We're Sonesta International Hotels-the 8th largest hotel company in the U.S. (and growing fast ).

With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we're everywhere our guests need us to be.

But here's the thing-we're not just in the business of hotels, we're in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect-delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

Job Description Summary

The Front Desk Manager acts as Front Office management presence in covering Manager on Duty (MOD) shifts. This position will require close cooperation with all hotel departments emphasizing guest service and satisfaction. Supervision of all front office line staff would be a primary focus.

What you'll be doing

Job Description

Principle duties and responsibilities (Essential Functions) include:

• Key Job Functions
  • Act independently as MOD, covering morning and evening shifts.
  • Supervise all front office staff including front desk, communications, uniform services and concierge.
  • Offer MOD support to other unsupervised departments as needed.
  • Act as Travel pass champion.
  • Distribute minutes and conduct Manager's Meeting.
  • Oversee VIP arrivals.
  • Perform VIP Escorts.
  • Act as Lobby Ambassador
  • Track and follow up on in-house guest challenges.
  • Resolve guest related issues.
  • Liaison with other departments to ensure guest satisfaction.
  • Assist with post-stay guest follow up.
  • Perform Property rounds.
  • Act as Front Office representative during Pre-Cons.
  • Monitor and coordinate concierge requests.
  • Provide site tours of the hotel.

• Deliver Passionate & Engaging Service to our Guests
  • You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
  • You will consistently deliver our GUEST model:
    • Greet or welcome everyone, warmly with a smile
    • Use eye and ear contact and guest's name
    • Establish/anticipate needs
    • Solve and own all requests/complaints
    • Thank everyone
• Build solid relationship with your Colleagues
  • Treat colleagues with respect and dignity
• Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Anticipated Pay Range & Additional Job Information

$68,040 to 75,600 Based pay offered may vary on various factors including but not limited to job related knowledge, skills, and job specific experience/overall experience.

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here's a snapshot of what we offer:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the

Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.