General Manager

We’re People People. Are you? 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).

The General Manager (GM) is the onsite leader of the hotel and represents the company with all guests, clients, associates, and owners. The General Manager is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on driving revenue, controlling costs, providing guest and associate satisfaction, and delivering product and service quality.

To accomplish this the GM will work directly with Sonesta’s marketing, revenue management, and sales team and the shared accounting, facilities, human resources, information technology and procurement services that support the hotels.

• Deliver on the promise of Sonesta Service in all interactions with guests and clients.
• Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
• Create processes and procedures to ensure the hotel is properly supplied with all guest amenities, all food and beverage outlets are meeting guest expectations, and the hotel is properly maintained and clean.
• Manage the direct sales activities of the hotel in partnership with the hotel’s Regional Sales Director (RSD) and Global Sales Office (GSO) to uncover the appropriate demand located in the hotel’s trade area.
• Directly supervise the hotel’s Director of Sales and partner with the above sales support team to create and execute the hotel’s sales and marketing plan to secure the fair market share of business for the hotel.
• Manage the overall seasonal demand strategy in partnership with the hotel’s Regional Revenue Manager (RRM) with regard to room type and length of stay pricing.
• Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
• Regularly sell hotel rooms through direct client contact.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction.
• Respond to guest complaints or concerns in a prompt and professional manner.
• Manage the Sonesta ES Suites brand positioning through the proper use of all marketing programs. This would include, but is not limited to the creation of everyday surprises, the implementation and management of the company’s guest recognition program (Travel Pass) and the proper use of all logo and graphics standards.
• Manage the front office, housekeeping, and food and beverage operation of the hotel through the direct supervision of the Operations Manager.
• Manage the appearance, condition, and preventive maintenance of the physical plant through the direct supervision of the Maintenance Manager.
• Attend Evening Social and Breakfast events as a representative of the management team of the hotel and to prospect for additional sales leads.
• Lead the development, implementation and monitoring of capital and operational budgets for the hotel which support the overall objectives of the company.
• Work with the Finance Department on the identification of variances and communication…