Guest Services Manager

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Vacation

Sick Days

Hotel Discounts

Educational Assistance

Parental Leave

Life Insurance

Disability Insurance

Job summary

Sonesta International Hotels in Los Angeles is seeking a Front Desk Manager to lead front office operations and cover MOD shifts, ensuring top-tier guest service.

The role requires supervising front desk, communications, uniform services and concierge, while collaborating with other departments to enhance guest satisfaction and loyalty.

Responsibilities

• 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.
• 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.

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:
    • G reet or welcome everyone, warmly with a smile
    • U se eye and ear contact and guest’s name
    • E stablish/anticipate needs
    • S olve and own all requests/complaints
    • T hank 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.