Front Office Manager

About the role

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 Position Summary 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. The Front Office Manager serves as a highly visible leader who supports team development, promotes accountability, and ensures consistent execution of Sonesta standards, policies, and procedures. This individual is responsible for building a service-focused culture that delivers exceptional guest experiences while achieving departmental performance goals. Job Description 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