Director of Operations: Guest Experience & Performance

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

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.