Director of Operations

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.

The Director of Operations sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team. The Director of Operations is responsible for the leadership, effectiveness and productivity of the Front Office and Housekeeping departments in order 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 Front Office and Housekeeping employees.

• Oversee front office and housekeeping departments. 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, meeting space, public areas, guest rooms, corridors and back of the house spaces 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 other departments. Key departmental contacts include Front Office, Accounting, Revenue Management, Sales and Marketing, Catering, Security, Housekeeping, Human Resources and Maintenance.
• 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, local media)

• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.

• 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 policy.
• Establi…