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About the Role

This role oversees the daily operations of the Front Office Department, leading the Front Office team to deliver exceptional guest experiences. Responsibilities include ensuring service excellence, operational efficiency, team development, and guest satisfaction, while maintaining the highest standards of hospitality and supporting hotel revenue and quality goals.

Responsibilities

• Oversee daily operations of the Front Desk, Guest Services, and related Front Office functions.
• Lead, coach, train, and develop Front Office team members to ensure outstanding guest service.
• Monitor guest satisfaction scores and implement action plans to improve performance.
• Resolve guest concerns and service recovery situations professionally and timely.
• Ensure compliance with hotel policies, procedures, brand standards, and safety regulations.
• Manage scheduling, staffing levels, attendance, and payroll for Front Office team members.
• Conduct performance evaluations, coaching sessions, and disciplinary actions as needed.
• Collaborate with Housekeeping, Engineering, Security, Sales, and other departments for seamless guest experiences.
• Monitor room inventory, room status, arrivals, departures, upgrades, and special guest requests.
• Assist with budgeting, forecasting, labor management, and expense control.
• Ensure accurate cash handling, billing, and audit procedures.
• Participate in Manager on Duty (MOD) responsibilities as assigned.

Requirements

• Minimum of 2–3 years of Front Office leadership experience in a full-service hotel environment.
• Strong knowledge of hotel operations, guest service standards, and revenue management principles.
• Experience supervising and developing hourly team members.
• Excellent communication, leadership, and conflict-resolution skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays.
• Strong organizational skills with the ability to manage multiple priorities.
• Proficiency with hotel property management systems (Cloud Opera) and Microsoft Office applications.
• Bachelor's degree in Hospitality Management or related field preferred.

Skills

• Hotel operations
• Guest service standards
• Revenue management principles
• Supervising hourly team members
• Developing hourly team members
• Communication
• Leadership
• Conflict-resolution
• Organizational skills
• Hotel property management systems (Cloud Opera)
• Microsoft Office applications

Location

• San Francisco

Experience Level

• Minimum of 2–3 years of Front Office leadership experience

Education Level

• Bachelor's degree in Hospitality Management or related field preferred

Salary/Compensations

• Salary range: $75K to $82K annually
• Bonus eligible

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Time Off
• Paid Holidays
• Paid Vacation
• Paid Sick Days
• Employee Hotel Discounts
• Professional Development Opportunities
• Career Growth Opportunities
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term Disability Insurance
• Company Paid Long Term Disability Insurance
• Various Employee Perks
• Various Employee Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

About the Company

• Sonesta International Hotels is the 8th largest hotel company in the U.S., with a diverse portfolio of owned, managed, and franchised properties across 1000+ properties in eight countries.
• Sonesta delivers service with passion, loyalty with purpose, and experiences that truly connect.
• The Clift Royal Sonesta San Francisco blends historic character with modern sophistication.
• The Clift Royal Sonesta San Francisco is committed to delivering memorable guest experiences and fostering a culture of teamwork, respect, and service excellence.

Equal Opportunity

• 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.