Front Desk Manager

Sonesta International Hotels Corporation•Columbia, WA

About The Position

The Front Desk Manager leads day-to-day Front Office operations and helps deliver welcoming, seamless, and memorable guest experiences from check-in through check-out. The role focuses on training, managing, and scheduling the front desk team, supporting guest satisfaction and operational efficiency, and assisting the Front Office Manager with accounting and human resources functions. The manager is the lead point person for Front Desk technology systems and in-house guest marketing initiatives, represents the hotel to guests when the General Manager and Operations Manager are absent, and also functions as a Guest Service Agent. The role oversees Front Desk, Bell Services, Valet Services, guest services, check-in/check-out processes, and lobby experience management. It works closely with other hotel departments and leadership to support smooth operations, strong service quality, and an environment aligned with Sonesta’s People People philosophy.

Requirements

Three or more years of Front Office, hotel operations, guest services, or hospitality leadership experience preferred.
Previous supervisory or management experience in a hotel or hospitality environment preferred.
Strong knowledge of Front Desk operations, PMS systems, reservations, room inventory management, and guest service standards.
Excellent communication, leadership, conflict-resolution, and customer-service skills.
Ability to multitask and thrive in a fast-paced hospitality environment.
Strong organizational, problem-solving, and operational-management skills.
Experience managing guest recovery situations and creating exceptional guest experiences.
Flexible availability for mornings, evenings, weekends, holidays, and on-call support as needed.

Nice To Haves

Bachelor’s degree in Hospitality Management, Business, or a related field preferred.
Passion for hospitality, leadership, teamwork, guest engagement, and operational excellence.

Responsibilities

Lead day-to-day Front Office operations, including Front Desk, Bell Services, Valet Services, guest services, check-in/check-out processes, and lobby experience management.
Supervise, train, schedule, coach, and develop Front Desk Agents and other guest-service staff, including Bell/Valet staff and potentially Concierge staff.
Maintain guest satisfaction, service quality, and operational efficiency.
Monitor guest feedback, online reviews, service recovery situations, and guest concerns, ensuring prompt and professional resolution.
Oversee room inventory, room assignments, reservation coordination, upselling initiatives, and occupancy optimization.
Partner with Housekeeping, Engineering, Food & Beverage, Revenue Management, and hotel leadership teams to support guest experiences.
Support hiring, onboarding, employee engagement, performance management, and team development.
Monitor departmental productivity, labor management, operational reporting, cash handling, and Front Office financial performance.
Ensure compliance with hotel operational standards, safety procedures, brand standards, and guest service expectations.
Maintain knowledge of PMS and reservations systems, hotel procedures, loyalty programs, and hospitality operations.
Support VIP arrivals, group business, special requests, and elevated guest experience opportunities.
Lead Front Desk technology systems and in-house guest marketing initiatives.
Assist the Front Office Manager with accounting and human resources functions of the Front Office.
Represent the hotel to guests in the absence of the General Manager and Operations Manager.
Function as a Guest Service Agent.
Help create a welcoming, energetic, guest-focused environment aligned with Sonesta’s People People philosophy.
Perform other duties as assigned.