Director of Operations

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k with Company Match

Paid Vacation

Paid Parental Leave

Life Insurance

Disability Insurance

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 food & beverage across a large full-service property. You will drive guest satisfaction, revenue, and regulatory compliance while guiding a large team of managers and staff.

In this role, you’ll develop departmental strategies, control costs, and ensure service excellence. A proven track record in hotel operations and crisis management is preferred, with a strong emphasis on

Qualifications

• Proven track record in hotel operations management.
• Strong ability to manage multiple departments and budgets.
• Experience in crisis management and regulatory compliance.

Responsibilities

• Oversee Front Office, Housekeeping, Security, and other departments.
• Develop and communicate departmental strategies and goals.
• Ensure policies are followed and teams have the tools to perform.
• Coordinate guest service excellence and VIP response.
• Lead budgeting, labor cost control, and profitability across departments.
• Directly supervise a large team of managers and staff.
• Collaborate across departments and with local authorities as needed.

Skills

Operations Leadership

Strategic Planning

Guest Service Excellence

Budgeting

Team Leadership

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 developed and implemented 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.

Before You Apply

To be considered, please complete the full application in addition to submitting your resume. Incomplete applications will not be reviewed.