Assistant Front Office Manager

Sonesta International Hotels Corporation•Sonesta Columbus, OH

1d•Onsite

About The Position

The Front Desk Assistant Manager supports the daily operations of the front office at Sonesta, ensuring exceptional guest service, efficient check-in/check-out processes, and adherence to brand standards. This role assists in supervising front desk associates, resolving guest concerns, and maintaining a welcoming, service-oriented atmosphere aligned with Sonesta’s commitment to hospitality excellence.

Requirements

High school diploma or equivalent required
2–4 years of front desk or guest services experience in a hotel environment.
Previous supervisory or leadership experience required.
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.
Strong organizational and multitasking skills.

Nice To Haves

associate or bachelor’s degree in hospitality or related field preferred, not required.
OPERA is a plus!

Responsibilities

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.
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.
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.
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.