We’re Sonesta International Hotels.
The 8th largest hotel company in the U.S.—and growing fast.
An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.
Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.
Job Description Summary
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.
Job Description
Guest Experience & Service
- 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.
Operations Management
- 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.
Team Leadership & Development
- 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.
Administrative & Financial Duties
- 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.
Qualifications
Education & Experience
- High school diploma or equivalent required; associate or bachelor’s degree in hospitality or related field preferred, not required.
- 2–4 years of front desk or guest services experience in a hotel environment.
- Previous supervisory or leadership experience required.
Skills & Competencies
- 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. OPERA is a plus!
- Strong organizational and multitasking skills.
- Flexible schedule, including evenings, weekends, and holidays.
Working Conditions
- Requires standing for long periods and occasional physical activity.
- Fast-paced, guest-facing environment.
- Ability to handle stressful situations with professionalism.
Additional Job Information/Anticipated
Pay Range
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- 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.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
