Director of Guest Experience & Hotel Operations

Sonesta Hotels; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Health Savings Account

401(k) Retirement Plan

Paid Vacation & Sick Time

Paid Parental Leave

Life Insurance

Disability Insurance

Hospital Indemnity & Critical Illness

Educational Assistance

Sonesta Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a seasoned hospitality leader to direct Front Office, Housekeeping, and related departments, ensuring guest satisfaction, brand standards, and financial targets are met. You will lead staff, enforce policies, and collaborate across departments to deliver exceptional experiences.

The role involves budgeting, service recovery, and continuous process improvements in a dynamic hotel environment.

Qualifications

• Bachelor's degree in Hotel Administration, Business Administration or equivalent and 4 years guest service/hotel experience with 2 years in management capacity.
• Must speak fluent English. Other languages preferred.

Responsibilities

• Oversee multiple Guest Service departments, schedule, plan, and assign work, and communicate departmental goals.
• Ensure staff training and provide tools to perform their duties.
• Support revenue generation and manage discounts and rebates.
• Inspect front office and public areas to maintain high standards.
• Analyze guest satisfaction data and implement improvements.
• Contribute to annual budget and financial plans.
• Prepare reports and forecasts as required.

Skills

Guest Service Leadership

Staff Scheduling

Policy Enforcement

Communication

Budgeting

Training & Development

Emergency Procedures

Complaint Resolution

Teamwork

Education

Bachelor's degree in Hotel Administration

Tools

Property Management System

MS Office

Job description

Sonesta International Hotels is seeking a seasoned hospitality leader to direct Front Office, Housekeeping, and related departments, ensuring guest satisfaction, brand standards, and financial targets are met. You will lead staff, enforce policies, and collaborate across departments to deliver exceptional experiences.

The role involves budgeting, service recovery, and continuous process improvements in a dynamic hotel environment.