Hotel Operations Director: Guest Experience & Growth

Sonesta International Hotels; Fort Lauderdale (FL); On-site; USD 120,000 - 190,000; Full time

Job summary

Sonesta International Hotels is seeking a Director of Operations to oversee day-to-day hotel operations across Front Office, Housekeeping, Food & Beverage, Engineering, and Security, while driving guest satisfaction and overall property performance. This role blends leadership, guest experience, and operational strategy in a fast-paced hospitality environment to deliver memorable stays.

You will partner with department leaders to optimize staffing, onboarding, training, and employee engagement,

Qualifications

• Leadership and team management experience in hospitality
• Strong understanding of hotel operations and guest services
• Experience with budgeting, forecasting, and cost control
• Ability to collaborate across departments and drive performance

Responsibilities

• Oversee daily hotel operations across Front Office, Housekeeping, Food & Beverage, Engineering, guest services, and operational departments.
• Lead and support hotel teams to deliver exceptional guest service, operational consistency, and memorable hospitality experiences.
• Partner with department leaders to support staffing, scheduling, onboarding, training, employee engagement, and operational performance initiatives.
• Monitor guest satisfaction, online reputation, operational KPIs, service recovery opportunities, and hotel performance metrics to drive continuous improvement.
• Support budgeting, forecasting, labor management, inventory control, operational planning, and cost management initiatives.
• Partner with Sales, Revenue Management, and Operations teams to maximize occupancy, guest satisfaction, and commercial performance.
• Respond quickly and professionally to guest concerns, operational challenges, and escalated service situations.
• Ensure compliance with hotel operational standards, brand expectations, OSHA regulations, food safety requirements, safety procedures, and company policies.
• Support VIP arrivals, group business, conferences,

Skills

Leadership

Operations management

Guest experience

Team development

Budgeting

Forecasting

Staffing & scheduling

Job description

Sonesta International Hotels is seeking a Director of Operations to oversee day-to-day hotel operations across Front Office, Housekeeping, Food & Beverage, Engineering, and Security, while driving guest satisfaction and overall property performance. This role blends leadership, guest experience, and operational strategy in a fast-paced hospitality environment to deliver memorable stays.

You will partner with department leaders to optimize staffing, onboarding, training, and employee engagement,