Job Overview
Employment Type
Full-time
Work Schedule
Rotating Shifts
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
Job Description
Sonesta International Hotels is recognized as the 8th largest hotel company in the United States, renowned for its impressive and rapidly growing presence in the hospitality industry. Sonesta offers a unique blend of full-service and focused-service hotels across major cities, boasting a diverse portfolio of owned, managed, and franchised properties. With over 1000 properties across eight countries and expansions continuing, Sonesta International Hotels places a strong emphasis on delivering exceptional service driven by the human side of hospitality. This company prides itself on its mission to deliver service with passion, loyalty, and meaningful experiences that deeply connect with every guest during their stay.
As a major player in the hospitality industry, Sonesta International Hotels has set high standards for guest experience and operational excellence. The company promotes a culture where quality and value converge to create unforgettable stays, ensuring guests receive nothing short of outstanding service across all its locations. Through their "Together We Thrive" philosophy, they emphasize teamwork, respect, and integrity, both among employees and with guests.
The Front Office Supervisor position at Sonesta International Hotels is a critical role that supports smooth and efficient front desk operations while upholding the company's exceptional service standards. This supervisory role is designed for an individual who can lead and train front office employees, including guest service agents, bellmen, concierges, and PBX operators. The supervisor ensures that each team member is well-trained not only in operational tasks but also in delivering a customer experience that exceeds expectations.
The Supervisor's responsibilities include managing the front desk's daily functions, overseeing cash and credit transactions, and ensuring accurate and secure handling of hotel revenue. They are responsible for maintaining clear communication within the front office team and coordinating with other departments to foster a collaborative environment. Additionally, the Supervisor plays a vital role in service recovery by handling guest complaints professionally and promptly to guarantee guest satisfaction.
Beyond operational oversight, the Front Office Supervisor is a role model who embodies Sonesta’s G.U.E.S.T. service philosophy—Greeting guests warmly, Using eye contact and addressing guests by name, Establishing and anticipating guest needs, Solving and owning requests and complaints, and Thanking guests sincerely. This holistic approach ensures that each guest interaction reinforces Sonesta’s reputation for passionate and engaging hospitality.
This role demands strong leadership skills, a customer-focused mindset, and the ability to multitask effectively in a dynamic environment. The Supervisor also supports the department by assisting with check-ins and check-outs, issuing room keys, and providing guests with relevant information about hotel services and amenities. Occasional night audit duties may be required, showcasing the role’s flexibility and importance to the hotel’s operational success.
Sonesta International Hotels values its employees and offers a comprehensive benefits package designed to provide health and financial security. Benefits include medical, dental, and vision insurance; health savings accounts with company match; 401(k) retirement plans with company match; paid vacation and sick days; hotel discounts; educational assistance; parental leave; life insurance; short and long-term disability insurance; and other employee perks. Sonesta fosters an inclusive and respectful workplace, ensuring equal employment opportunities for all qualified applicants regardless of race, gender identity, sexual orientation, or other protected characteristics.
Overall, the Front Office Supervisor at Sonesta International Hotels is a rewarding opportunity for hospitality professionals who are passionate about guest service and leadership within a growing and well-respected hotel company. This full-time role focuses on maintaining high operational standards and delivering memorable guest experiences that reflect Sonesta’s core values and commitment to excellence.
As a major player in the hospitality industry, Sonesta International Hotels has set high standards for guest experience and operational excellence. The company promotes a culture where quality and value converge to create unforgettable stays, ensuring guests receive nothing short of outstanding service across all its locations. Through their "Together We Thrive" philosophy, they emphasize teamwork, respect, and integrity, both among employees and with guests.
The Front Office Supervisor position at Sonesta International Hotels is a critical role that supports smooth and efficient front desk operations while upholding the company's exceptional service standards. This supervisory role is designed for an individual who can lead and train front office employees, including guest service agents, bellmen, concierges, and PBX operators. The supervisor ensures that each team member is well-trained not only in operational tasks but also in delivering a customer experience that exceeds expectations.
The Supervisor's responsibilities include managing the front desk's daily functions, overseeing cash and credit transactions, and ensuring accurate and secure handling of hotel revenue. They are responsible for maintaining clear communication within the front office team and coordinating with other departments to foster a collaborative environment. Additionally, the Supervisor plays a vital role in service recovery by handling guest complaints professionally and promptly to guarantee guest satisfaction.
Beyond operational oversight, the Front Office Supervisor is a role model who embodies Sonesta’s G.U.E.S.T. service philosophy—Greeting guests warmly, Using eye contact and addressing guests by name, Establishing and anticipating guest needs, Solving and owning requests and complaints, and Thanking guests sincerely. This holistic approach ensures that each guest interaction reinforces Sonesta’s reputation for passionate and engaging hospitality.
This role demands strong leadership skills, a customer-focused mindset, and the ability to multitask effectively in a dynamic environment. The Supervisor also supports the department by assisting with check-ins and check-outs, issuing room keys, and providing guests with relevant information about hotel services and amenities. Occasional night audit duties may be required, showcasing the role’s flexibility and importance to the hotel’s operational success.
Sonesta International Hotels values its employees and offers a comprehensive benefits package designed to provide health and financial security. Benefits include medical, dental, and vision insurance; health savings accounts with company match; 401(k) retirement plans with company match; paid vacation and sick days; hotel discounts; educational assistance; parental leave; life insurance; short and long-term disability insurance; and other employee perks. Sonesta fosters an inclusive and respectful workplace, ensuring equal employment opportunities for all qualified applicants regardless of race, gender identity, sexual orientation, or other protected characteristics.
Overall, the Front Office Supervisor at Sonesta International Hotels is a rewarding opportunity for hospitality professionals who are passionate about guest service and leadership within a growing and well-respected hotel company. This full-time role focuses on maintaining high operational standards and delivering memorable guest experiences that reflect Sonesta’s core values and commitment to excellence.
Job Requirements
- High school diploma or equivalent
- Prior experience in front desk or guest service roles in hospitality
- Strong leadership and supervisory skills
- Excellent communication and interpersonal abilities
- Ability to handle cash and credit transactions accurately
- Availability to work various shifts including evenings and weekends
- Ability to multitask and work in a fast-paced environment
Job Qualifications
- High school diploma or equivalent
- Prior experience in front desk or guest service roles in hospitality
- Strong leadership and supervisory skills
- Excellent communication and interpersonal abilities
- Knowledge of hotel front office operations and procedures
- Ability to handle cash and credit transactions accurately
- Proficiency in hotel management software is a plus
- Strong problem-solving skills and ability to manage service recovery
Job Duties
- Ensure all staff is properly trained on all front desk and PBX operations, hotel facilities and services, local directions and safety and emergency procedures
- Ensure all staff has the supplies needed to effectively carry out their job functions
- Supervise Front Desk to ensure the delivery of superior guest services levels are exceeded for department by engaging guests and ensure customer satisfaction has been achieved
- Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s)
- Supervisor will ensure effective Front Desk communication and information system are being completed through logs, department meetings, and interaction with the staff
- Ensure guest special requests are fulfilled and proper delivery of guest services is delivered
- Supervisor will provide service recovery as needed in order to ensure complete guest satisfaction and will respond to guest complaints or concerns in a prompt and professional manner
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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