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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 Office Supervisor is responsible for overseeing the daily operations of the Front Office in a high-volume airport hotel environment. This role leads a guest-facing team that delivers fast, accurate, and personalized service to airline crew, transient guests, corporate travelers, and group business.Job Description
DUTIES AND RESPONSIBILITIES:
Core Responsibilities
Leadership & Professional Standards
Maintain complete awareness of daily business performance, including:
o Totals Screen, operational resumes, Qualtrics scores, ADP time edits, and shift reports.
Lead with innovation and efficiency while consistently seeking opportunities to improve operations.
Ensure all team members are current on required Compass training, CPR, and brand certifications.
Maintain 100% compliance with Sonesta brand standards, including:
o Market requirements, uniforms, Travel Pass enrollment, and required training.
Uphold a professional, positive, composed leadership presence at all times—in person, on the phone, via email, and text.
Enforce all hotel policies consistently, including standards of conduct and professionalism.
Serve as a role model for appearance, communication, behavior, and guest interaction.
Front Office Operations
Oversee all front office functions including registration, night audit, and shift transitions.
Ensure accurate room status communication with Housekeeping, Sales, and Operations.
Maintain a clean, organized, clutter-free front desk, back office, lobby, Market, and business center.
Ensure Market is:
o Fully stocked, visually appealing, clean, priced for profitability, and brand compliant. Ensure that ordering is being placed at a minimum of 2 weeks prior to a large group event.
o Monthly inventory completed and submitted by the 1st of each month by 10:00 a.m.
Maintain required par levels of all front office, stationery, and guest supplies.
Ensure all packages, mail, and messages are logged, tracked, and delivered accurately.
Ensure VIPs, special guests, and requests are proactively monitored and executed through Connect.
Guest Experience & Service Recovery
Deliver fast, efficient check-in and check-out—especially for airline crew and time-sensitive travelers.
Anticipate the needs of loyalty members, airline crew, corporate travelers, OTA guests, and groups.
Communicate with guest through Alice.
o Unique welcome message and responses back within 10 minutes.
Lead effective service recovery and coach the team on:
o Guest Assistance cases
o Service Recovery points
o Stay Credit points
Respond promptly and professionally to guest feedback across:
o Expedia and CLC.
Drive an “everyone sells” culture focused on:
o Upsells, packages, parking, late check-outs, and ancillary revenue.
Encourage and track guest review generation on NOR1, TripAdvisor, and Google.
Shuttle Operations
Oversee the daily operation of the shuttle team.
Ensure:
o Safety and security compliance
o Cleanliness and presentation
o Hospitality and professionalism
Create schedules aligned with airline crew schedules and peak flight activity.
Ensure shuttle drivers are never late for crew pick-ups or drop-offs.
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Labor & Financial Management
Build weekly schedules in Shift Force based on:
o Occupancy forecasts
o Airline schedules
o Flight patterns
Ensure:
o All shifts are covered at all times
o Break compliance for shifts over 6 hours
o No overtime unless pre-approved by Hotel Manager/DOF.
Monitor payroll accuracy, overtime, and time edits through ADP. - DAILY
Review front office/shuttle labor performance and controllable expenses monthly.
Follow purchasing and ordering procedures:
o Review checkbook
o Submit PO for approval
o Place, receive, verify, and sign off on orders
Ensure no supply shortages; notify Hotel Manager proactively.
Manage recurring orders per established timelines.
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Team Leadership & Development
Recruit, onboard, train, cross-train, and retrain all front office personnel.
Lead:
o Daily shift huddles including the afternoon standups.
o Monthly team meetings focused on wins and opportunities
Conduct regular 1:1 meeting (minimum 30 minutes) with team members to discuss:
o Accomplishments
o Strengths
o Opportunities
o Support needed from leadership
Evaluate performance, recognize strong results, and address gaps promptly with your communication board.
Foster a culture of accountability, empowerment, recognition, and continuous improvement. Maintain professional boundaries—no sharing personal complaints or information with staff.
Technology, Systems & Compliance
Serve as front office subject-matter expert for:
o Opera Cloud, Travel Pass, Connect, Alice, EPRO, ADP, and other brand platforms
Ensure:
o Accurate cash handling and deposits (no over/short without explanation)
o Compliance with Sertifi, credit card, debit card, and cash policies
Ensure that any emails sent from the Executive Committee or other managers/team members are expected to be responded to within 24 hours.
o Crew logs
o Forecasts
o Payroll records
o Shift checklists
Ensure 100% compliance with Alice and shift checklist completion.
Key Performance Indicators (KPIs)
Guest Satisfaction Scores:
o Qualtrics ≥ 85
o Expedia ≥ 85
o Strong TripAdvisor and CLC ≥ 105 performance
4 pillars: Driving top line revenue, Protecting the bottom line, Wowing the Guest, and Making the team feel heard, seen, and empowered.
Airline crew block accuracy and contract retention
Shuttle timeliness and service ratings
Revenue capture through upsells and ancillary offerings
Labor productivity aligned with occupancy and flight schedules
Overtime control and break compliance
Audit readiness and compliance (cash, brand, HR)
Travel Pass enrollments and Connect engagement Team engagement, professionalism, retention, and morale
Qualifications
3–5 years of progressive front office or hotel operations leadership experience (airport hotel experience preferred)
Strong proficiency in PMS systems, Qualtrics, Alice, ADP, and Microsoft Office
Proven leadership, communication, and conflict-resolution skills
Financial acumen with labor management, budgeting, and forecasting experience
Commitment to building a professional, empowered, guest-focused culture
Flexible availability including early mornings, late nights, weekends, holidays, and irregular flight disruptions
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:
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.