Director of Operations

Sonesta Hotels International Corporation; Cambridge (MA); On-site; USD 135,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

HSA with Company Match

401(k) with Company Match

Paid Vacation & Sick Time

Paid Parental Leave

Life Insurance

Disability Insurance

Hospital Indemnity & Critical Illness

Educational Assistance

Hotel Discounts

Employee Discounts

Job summary

Sonesta International Hotels is seeking a Director of Operations to lead front office, housekeeping, fitness, parking and F&B across a flagship property, ensuring top-tier guest service and financial performance.

Responsibilities include developing department strategies, enforcing policies, managing budget and staffing, and coordinating with VIP guests and external partners, while maintaining compliance with regulations and brand standards.

Responsibilities

• Oversee Front Office, Housekeeping, Security, and related hotel operations.
• Develop and communicate departmental strategies and goals.
• Enforce policies and procedures; ensure staff has tools and training.
• Ensure prompt, professional guest service and effective service recovery.
• Monitor cleanliness and appearance of public areas, guest rooms, and corridors.
• Coordinate with VIPs and other guests to meet special needs.
• Lead emergency/crisis procedures with local authorities and teams.
• Analyze guest satisfaction data and drive improvements.
• Assist in managing revenues, labor costs, and profitability.
• Participate in budgeting and financial planning.
• Supervise and develop a large team across multiple departments.

Job description

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).

What this role is all about

This is a Director of Operations job in a large full-service with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Direct 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.

What you'll be doing

• 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 in place to achieve established goals.
• Financial Management:
  • o 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.
  • o Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility.
  • o Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
  • o Prepare and submit statistical, performance, and forecast analyses and reports as required.
  • o 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.
  • o Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.
• Managing your Team:
  • Directly and indirectly supervises a large number of employees including but not limited to managers, supervisors, room attendants, laundry attendants, front desk agents, reservationists, concierge representatives,
  • Responsible for ensuring success through the eyes of employees, guests, and owners
  • Utilize and collaborate with resources across different departments and corporate office
  • Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture
  • Focus on the mission and well-being of the department, hotel, and company as a whole
  • Lead by example and operate with integrity and respect
  • Inspire your team to embrace and demonstrate our values and GUEST People Standards
  • May serve as "manager on duty" as required.
  • Perform other duties as assigned.

Anticipated Pay Range & Additional Job Information

$135k to $140k Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/ overall experience. This position is eligible for a bonus plan

How we reward you

At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.

Here's a snapshot of what we offer:

• Medical, Dental & Vision Insurance

• Health Savings Account (HSA) with Company Match

• 401(k) Retirement Plan with Company Match

• Paid Vacation & Sick Time

• Paid Parental Leave

• Company-Paid Life Insurance

• Company-Paid Short-Term & Long-Term Disability

• Hospital Indemnity, Critical Illness & Accident Insurance

• Educational Assistance

• Sonesta Hotel Discounts (yes, you'll want to use these )

• Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.