Director of Operations

Director of Operations

We're Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast). With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we're everywhere our guests need us to be. But here's the thing—we're not just in the business of hotels, we're in the business of people.

We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

This role is all about directing the activities of the front office, housekeeping, fitness center, parking, and food and beverage departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.

Directly and indirectly supervises a large number of employees.

• Operational/Functional:
  Oversee Front Office, Housekeeping, and Security. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Ensure all staff has the tools and equipment needed to effectively carry out their job functions. Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints.
  
  Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction. Schedule and regularly conduct routine inspections of the Front Office, public areas, guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company. Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP's and other key guests, or other special guest needs.
  
  Ensure training and procedures are in place to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained. Promote teamwork and quality service through daily communication and coordination with all departments. Interact with outside contacts:
  Guests – to ensure their total satisfaction;
  Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.;
  Regulatory agencies – regarding safety and compliance matters;
  Other contacts as needed (Professional organizations, community groups).
• Strategy and Planning:
  Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
• Financial Management:
  Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests. Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
  
  Prepare and submit statistical, performance, and forecast analyses and reports as required. Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit…