Front Office Manager

Front Office Manager

The Front Office Manager is responsible for the daily leadership and operation of the Front Desk, Guest Services, and Transportation departments, ensuring exceptional guest experiences from arrival through departure. This position oversees all front office team members, maintains operational standards, drives guest satisfaction, and ensures efficient execution of all guest-facing processes.

Essential Functions & Responsibilities

Leadership & Team Development

• Lead, coach, mentor, and develop Front Office and Transportation team members.
• Establish clear performance expectations and hold team members accountable for results.
• Foster a culture of service excellence, professionalism, teamwork, and continuous improvement.
• Conduct regular coaching sessions, one-on-one meetings, and performance reviews.
• Support recruiting, interviewing, hiring, onboarding, and training efforts.
• Recognize outstanding performance and address performance concerns promptly and professionally.
• Promote employee engagement and create a positive work environment.
• Ensure all team members understand departmental goals, service standards, and operational expectations.

Front Office Operations

• Oversee all Front Desk operations, including guest arrivals, departures, room assignments, guest requests, and service recovery.
• Ensure efficient and accurate check-in and check-out experiences.
• Monitor room inventory and coordinate closely with Housekeeping to maximize room readiness and guest satisfaction.
• Ensure compliance with cash handling, credit card processing, and financial controls.
• Maintain a visible presence in the lobby and guest-facing areas.
• Support VIP arrivals, group arrivals, airline crew arrivals, and special accommodations.
• Lead guest recovery efforts and ensure prompt resolution of guest concerns.
• Ensure all front office policies, procedures, and service standards are consistently executed.

Transportation Operations

• Oversee daily airport shuttle and transportation operations.
• Ensure transportation services are safe, timely, reliable, and guest-focused.
• Monitor shuttle wait times, flight tracking, and service performance.
• Conduct routine vehicle inspections and ensure cleanliness standards are maintained.
• Ensure transportation logs and required documentation are completed accurately.
• Support transportation scheduling and operational planning during periods of high demand.

Guest Experience & Service Excellence

• Champion an exceptional guest experience at every touchpoint.
• Monitor guest feedback, online reviews, surveys, and service scores.
• Respond to guest concerns promptly and professionally.
• Implement service recovery strategies to enhance guest satisfaction.
• Ensure loyalty members, VIPs, airline crews, and repeat guests receive proper recognition and benefits.
• Create memorable guest experiences that drive loyalty and repeat business.

Scheduling & Labor Management

• Develop and manage departmental schedules based on occupancy and business demand.
• Monitor labor productivity and overtime.
• Ensure proper staffing levels to support operational needs.
• Assist in controlling departmental labor expenses and productivity goals.
• Support operational efficiency while maintaining service standards.

Communication & Accountability

• Lead daily stand-up meetings and shift briefings.
• Maintain accurate pass-on logs and departmental communication tools.
• Communicate business levels, operational priorities, guest needs, and service expectations.
• Partner closely with Housekeeping, Engineering, Security, Sales, Revenue Management, and Food & Beverage to ensure operational excellence.
• Utilize scorecards, audits, and reporting tools to monitor departmental performance and drive accountability.

Compliance, Safety & Risk Management

• Ensure compliance with all company policies, procedures, and brand standards.
• Support emergency response procedures and team readiness.
• Conduct regular audits related to key control, cash handling, transportation safety, and operational compliance.
• Partner with Security and Engineering to proactively identify and mitigate risks.
• Maintain a safe, secure, and welcoming environment for guests and team members.

Qualifications

• Minimum three (3) years of Front Office leadership experience in a hotel environment.
• Previous supervisory or management experience required.
• Full-service hotel experience preferred.
• Experience with airport hotel operations, airline crew business, or transportation services preferred.
• Strong leadership, communication, organizational, and problem-solving skills.
• Proven ability to coach, develop, and motivate teams.
• Experience with hotel property management systems and Microsoft Office.
• Ability to work flexible schedules, including weekends and holidays as business needs require.

Key Performance Indicators

Performance will be measured through, but not limited to, the following metrics:

Guest Satisfaction & Service

• Guest Satisfaction Score (GSS)
• Arrival Experience Score
• Front Office Service Scores
• Service Recovery Effectiveness
• Online Review Performance
• Room Readiness Performance
• Transportation Service Performance
• Employee Engagement and Retention

Loyalty & Member Engagement

KPI

Goal

Profile Change %

50%

Check-In %

30%

New Member Enrollments

45%

OTA Enrollment/Email Capture %

55%

Member GSS

82%

Member Recognition

60%

Member Benefits Delivery

60%

Operational Performance

• Labor Cost Management
• Productivity Metrics
• Transportation On-Time Performance
• Airline Crew Satisfaction
• Audit Compliance Results
• Cash Handling Accuracy
• Key Control Compliance
• Execution of Departmental Standards and Procedures

Leadership Expectations

The Front Office Manager is expected to lead with visibility, accountability, professionalism, urgency, and service excellence. This individual must be present, engaged, and actively involved in the day-to-day operation while creating a culture where communication, guest satisfaction, teamwork, and accountability are non-negotiable.

Success in this role is achieved through developing strong teams, delivering exceptional guest experiences, maintaining operational consistency, and driving measurable performance results that support the overall success of the hotel.

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.