Front Office Supervisor

Sonesta Hotels•Charlotte, NC

About The Position

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. This position requires a strong balance of guest experience excellence, top-line revenue performance, and disciplined labor and cost controls, while ensuring seamless shuttle operations, accurate airline crew block management, and continuous operational readiness. The Front Office Supervisor sets the tone for professionalism, positivity, and accountability. This leader owns the success of the department. When performance falls short, expectations are to diagnose the issue, reset standards, coach the team, and drive measurable improvement. In the absence of senior leadership, the Front Office Supervisor represents the hotel with guests, team members, and partners, ensuring Sonesta service standards are upheld without exception.

Requirements

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

Responsibilities

Maintain complete awareness of daily business performance
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
Uphold a professional, positive, composed leadership presence at all times
Enforce all hotel policies consistently, including standards of conduct and professionalism.
Serve as a role model for appearance, communication, behavior, and guest interaction.
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 fully stocked, visually appealing, clean, priced for profitability, and brand compliant.
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.
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.
Lead effective service recovery and coach the team
Respond promptly and professionally to guest feedback
Drive an “everyone sells” culture focused on upsells, packages, parking, late check-outs, and ancillary revenue.
Encourage and track guest review generation on NOR1, TripAdvisor, and Google.
Oversee the daily operation of the shuttle team.
Create schedules aligned with airline crew schedules and peak flight activity.
Ensure shuttle drivers are never late for crew pick-ups or drop-offs.
Build weekly schedules in Shift Force based on occupancy forecasts, airline schedules, and flight patterns
Monitor payroll accuracy, overtime, and time edits through ADP.
Review front office/shuttle labor performance and controllable expenses monthly.
Follow purchasing and ordering procedures
Manage recurring orders per established timelines.
Recruit, onboard, train, cross-train, and retrain all front office personnel.
Lead daily shift huddles including the afternoon standups and monthly team meetings focused on wins and opportunities
Conduct regular 1:1 meeting (minimum 30 minutes) with team members
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.
Serve as front office subject-matter expert
Ensure accurate cash handling and deposits (no over/short without explanation)
Ensure 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.
Ensure 100% compliance with Alice and shift checklist completion.