Front Desk Supervisor

Job Description Summary The Front Desk Supervisor (FDS) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and serving as the lead Front Desk support for the Operations Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the Operations Manager with accounting and human resources functions of the Front Office. The FDS serves as the lead point person with regard to Front Desk technology systems and in‑house guest marketing initiatives, and represents the hotel with all guests in the absence of the General Manager and Operations Manager. The FDS also functions as a Guest Service Agent. DUTIES AND RESPONSIBILITIES Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates. Ensure staff is properly trained on front desk operations, hotel facilities, services, local directions, and safety/emergency procedures. Ensure staff has the supplies needed to effectively carry out their job functions. Supervise front desk and reservation functions to ensure delivery of superior guest services, security of monies, credit card transactions, and guest information. Supervise the overall seasonal demand reservation strategy as communicated by management with regard to room type and length of stay pricing. Use the property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions. Establish effective Front Desk communication and information system through logs, department meetings, and one‑on‑one interaction with staff. Ensure guest special requests are fulfilled and proper delivery of guest services is delivered. Supervise daily execution of the shoppe and the pour, ensuring each is stocked and maintained in an orderly and appealing manner. Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner. Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management. Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner. Supervise accurate processing of all cash and credit card transactions in accordance with established procedures—including posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash banks. Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow‑up. Regularly sell hotel rooms through direct client contact. Ensure compliance with federal, state, and local laws regarding health, safety, and alcohol services. Perform other duties as assigned. QUALIFICATIONS AND REQUIREMENTS High School diploma or equivalent required. Two years of previous hotel experience required. Previous background from the extended stay industry preferred. Ability to speak, read, and write fluent English; other languages beneficial. Professional verbal and written communication skills. Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred. Problem‑solving, reasoning, motivating, organizational and training abilities preferred. Required to obtain a ServSafe certification. May be required to obtain a TIPS certification. Experience with Microsoft Office and Opera systems required. Valid driver’s license required. Frequent standing, bending, climbing, kneeling, and moving around the facility. Carry, lift, or pull items weighing up to 50 pounds. Frequent handling of objects and equipment. Required to work mornings, evenings, weekends, and holidays. Pay Range Pay range: $21.50 - $22.00 per hour, with base pay offered varying based on job‑related knowledge, skills, and overall experience. Benefits 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 Equal Opportunity Employer Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by law. #J-18808-Ljbffr