• 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.

Operations Management

• 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.

Team Leadership & Development

• 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.

Administrative & Financial Duties

• 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.

Qualifications

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree in hospitality or related field preferred, not required.
• 2–4 years of front desk or guest services experience in a hotel environment.
• Previous supervisory or leadership experience required.

Skills & Competencies

• 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 is a plus!
• Strong organizational and multitasking skills.
• Flexible schedule, including evenings, weekends, and holidays.

Working Conditions

• Requires standing for long periods and occasional physical activity.
• Fast-paced, guest-facing environment.
• Ability to handle stressful situations with professionalism.