Front Desk Supervisor

Job Description Summary The Front Desk Supervisor (FDS) is accountable for consistently delivering results that contribute to the hotel’s mission by overseeing front desk operations, training, supervising and scheduling front desk staff. The FDS serves as the lead for front desk technology systems and guest marketing initiatives, acts as a representative to guests when the General Manager and Operations Manager are absent, and can also function 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 the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates. Ensure all staff is properly trained on front desk operations, hotel facilities and services, local directions, safety and emergency procedures, and provide the supplies needed to effectively perform their duties. Supervise front desk and reservation functions to ensure delivery of superior guest services, secure cash, credit card transactions and guest information. Supervise the overall seasonal demand reservation strategy and work with the property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments. 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 services is achieved. Supervise daily execution of shoppe and pour, ensuring each is stocked and maintained orderly. Implement service recovery guidelines to ensure complete guest satisfaction and respond to complaints promptly and professionally. 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, and answer phones promptly and courteously. Ensure accurate processing of all cash and credit card transactions in accordance with established procedures, including posting charges, completing reports, preparing deposits and securing cash. Communicate outstanding guest requests or issues to management for monitoring or follow‑up as needed. 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. Experience in the extended stay industry preferred. Fluent spoken, read and written 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 ServSafe certification; TIPS certification may be required. Experience with Microsoft Office and Opera systems required. Valid driver’s license required. Frequently standing, bending, climbing, kneeling, and moving about the facility. Capable of carrying or lifting items up to 50 pounds. Must work mornings, evenings, weekends and holidays. Pay Range $31.40–$32.00 per hour. Base pay may vary depending on job‑related knowledge, skills and 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 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