Assistant Front Office Manager

Columbus, OH, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Medical insurance

Dental Insurance

Vision Insurance

Health savings account

401(k) retirement plan

Paid vacation

paid sick days

hotel discounts

educational assistance

Paid parental leave

Life insurance

Short term disability insurance

long term disability insurance

employee perks

Hospital Indemnity insurance

critical illness insurance

accident insurance

Job Description

Sonesta International Hotels is the 8th largest hotel company in the United States, experiencing rapid growth and expansion. This renowned hospitality company operates a unique and diverse portfolio of full-service and focused hotels that span across major cities. Sonesta's presence includes over 1000 properties in eight countries, offering guests exceptional experiences through a combination of owned, managed, and franchised hotels. With a commitment to delivering quality, value, and unparalleled hospitality to every guest, Sonesta embraces a culture driven by the human side of hospitality. The company prides itself on providing service with passion, loyalty with purpose, and experiences that create true connections with travelers worldwide.

The role of Front Desk Assistant Manager at Sonesta is critical in maintaining the company’s high standards of guest service and operational excellence. This position involves supporting the daily front office operations to ensure seamless check-in and check-out procedures, effective handling of guest inquiries and concerns, and adherence to Sonesta's brand standards. As part of the management team, the Assistant Manager supervises front desk associates, providing coaching and performance feedback to develop a motivated and service-oriented team. The role requires maintaining a visible and approachable presence in the lobby, fostering a welcoming atmosphere for guests and staff alike.

Beyond guest services, the Front Desk Assistant Manager plays a significant role in operations management, overseeing staffing schedules, workflow, and compliance with hotel policies. This position demands vigilance in monitoring room availability and occupancy to optimize revenue opportunities, as well as reviewing shift reports, auditing cash handling procedures, and coordinating across departments including housekeeping and maintenance. Leadership and team development are key aspects of the job, with responsibilities including onboarding, training, and evaluating team members to uphold professional standards in appearance, demeanor, and service delivery.

Administratively, the Assistant Manager contributes to labor management, cash control, billing accuracy, reporting, and inventory management of front office supplies. The ability to manage multiple duties simultaneously in a fast-paced, guest-facing environment is essential. This is a hands-on leadership opportunity within a prestigious hotel brand that values employee growth and guest satisfaction. Sonesta supports its employees with competitive pay, benefits, and a collaborative work environment that encourages excellence and career advancement.

Job Requirements

High school diploma or equivalent
2 to 4 years of front desk or guest services experience in a hotel environment
Previous supervisory or leadership experience
Strong customer service and conflict resolution skills
Excellent communication and interpersonal abilities
Ability to lead and motivate a team in a fast-paced environment
Proficiency in hotel property management systems and Microsoft Office
Flexible schedule including evenings weekends and holidays

Job Qualifications

High school diploma or equivalent required
Associate or bachelor’s degree in hospitality or related field preferred but not required
2 to 4 years of front desk or guest services experience in a hotel environment
Previous supervisory or leadership experience required
Strong customer service and conflict resolution skills
Excellent communication and interpersonal abilities
Ability to lead and motivate a team in a fast-paced environment
Proficiency in hotel property management systems (PMS) and Microsoft Office
OPERA experience is a plus
Strong organizational and multitasking skills
Flexible schedule including evenings weekends and holidays

Job Duties

Deliver and model Sonesta's service standards ensuring a positive and memorable guest experience
Handle guest check-in and check-out procedures efficiently and accurately
Respond to guest inquiries concerns and complaints in a timely and professional manner
Actively resolve service issues and escalate when necessary to ensure guest satisfaction
Maintain a visible presence in the lobby to engage with guests and team members
Assist in overseeing daily front desk operations including staffing scheduling and workflow
Ensure compliance with hotel policies procedures and brand standards
Monitor room availability occupancy and reservations to maximize revenue opportunities
Review shift reports cash handling procedures and audit processes for accuracy
Support coordination with housekeeping maintenance and other departments
Supervise coach and motivate front desk team members
Assist in onboarding and training new hires
Provide ongoing performance feedback and contribute to team evaluations
Lead by example in professionalism appearance and service delivery
Assist with scheduling and labor management to meet business demands
Ensure proper cash handling billing accuracy and daily balancing procedures
Prepare and review operational reports as needed
Support inventory management of front office supplies