Director of Rooms

Reitmr; Miami (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

Sonesta International Hotels is seeking a qualified leader to direct Front Office, Housekeeping, and other departments to meet quality and guest service standards while achieving revenue and profit goals.

The role requires oversight of staffing, training, and operations, with focus on service excellence, compliance, and cost control across the property. Strong English communication and leadership are essential.

Qualifications

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

Responsibilities

• Oversee multiple Guest Service departments, schedule, plan, assign work, and communicate departmental goals.
• Recommend and/or initiate HR actions per company rules; alert General Manager of serious issues.
• Ensure guests receive prompt, professional attention and implement service recovery guidelines.

Skills

Guest service leadership

Budget management

Staff training

Communication

Education

Bachelor's degree in Hotel Administration, Business Administration or equivalent

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

Direct the activities of Front Office, Housekeeping, and other departments as directed 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.

What you'll be doing

Essential Duties & Responsibilities:

• Oversee multiple Guest Service departments, schedule, plan, and assign work, and develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources- related actions in accordance with company rules and policies. Alert General Manager of potentially serious issues.
• 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.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• 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.
• Schedule and regularly conduct routine inspections of the front office and public areas/corridors to ensure the appearance and cleanliness of such areas reflects highly on hotel, brand, and Company. Develop action plans to correct deficiencies.
• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
• 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.
• Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.
• 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 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 communications and coordination with other departments. Key departmental contacts include Accounting, Sales & Marketing, Catering, Food & Beverage, Housekeeping, Human Resources, Maintenance, Security and Shuttle services.
• Interact with outside guest 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
• Regulatory agencies- regarding safety and compliance matters
• Other contacts as needed (professional organizations, community groups, local media)
• May serve as "Manager On Duty" as required
• Perform other duties and projects as assigned

Qualifications and Requirements:

• Bachelor's degree in Hotel Administration, Business Administration or equivalent and 4 years guest service/hotel experience with 2 years in management capacity, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.
• Frequently standing up or moving within and outside the facility
• Carrying or lifting items weighing up to 25lbs
• Using a keyboard to operate various property management systems, etc.
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third pa