Operations Manager

reitmr; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Sonesta International Hotels is seeking an Operations Manager to lead front desk, food & beverage, housekeeping and admin functions across a busy hotel. You’ll prepare the property for daily business, drive guest and associate satisfaction, and manage costs with a focus on quality and standards.

The role requires coordinating staff training, supervising reservations, accounts receivable, month-end reporting, and ensuring brand standards.

Responsibilities

• Deliver guest service in line with Sonesta G.U.E.S.T. standards and ensure hotel amenities and outlets meet guest expectations.
• Train and equip staff to perform their roles effectively.
• Manage front office and reservations to ensure superior guest services and secure financial transactions.
• OverseeAccounts Receivables approvals, billing and collections.
• Prepare Month End reporting for hotel financials.
• Oversee housekeeping and laundry to meet brand standards and maintain clean, well-kept rooms and public areas.
• Direct daily breakfast, evening social, and shoppe operations; monitor inventory and replenish as needed.

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

The Operations Manager is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk, food service, housekeeping and administration of the business. The Operations Manager is responsible for preparing the hotel for the day's business. The Operations Manager's focus is on guest and associate satisfaction, expense control and product and service quality and will lead to their contribution to the overall goals of the hotel.

What you'll be doing

DUTIES AND RESPONSIBILITIES:

• Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. Create processes and procedures to ensure the hotel is properly supplied with all guest amenities, all food and beverage outlets are meeting guest expectations, and the hotel is properly maintained and clean.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Manage the front office and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
• Responsible to manage all approvals, billing, and collections of hotel's Accounts Receivables.
• Prepare Month End Reporting for the preparation of hotel financial reports.
• Manage all housekeeping and laundry functions to ensure compliance with quality and brand standards in all areas of the hotel. Establish, implement, and inspect that procedures to ensure all guest rooms and public areas are clean and in proper condition to meet guest expectations and brand standards.
• Provide regular direction and manage hotel operations to establish and implement procedures to ensure routine inspections of all guest rooms/suites and public areas to ensure all are clean and/or in good repair.
• Manage both the daily execution of the breakfast, evening social and the pour food and beverage operation, to ensure standards of operation and quality and guest satisfaction are maintained. Ensure the shoppe convenience store is stocked and maintained in an orderly and appealing manner. Monitor inventory and order replenishments in a timely and efficient manner.
• Ensure the proper process is in place to manage and report on department expenses. Work with the General Manager on the identification of budget variances within the Front Desk, Food and Beverage and Housekeeping departments.
• Purchase and/or requisition for the inventory to ensure adequate minimum and maximum stocks of all food, beverage, material, and equipment.
• Monitor and control food and beverage costs and ensure procedures are followed to ensure the security and proper storage of food and beverage products, inventory, and equipment and to minimize waste.
• Ensure the proper process is in place to manage and report on the human resources and benefits programs within the Front Desk, Food and Beverage and Housekeeping departments. This includes the recruiting, onboarding, training, ongoing performance management, and offboarding of all associates of the three departments.
• Ensure the proper process is in place to manage and report on the proper use, maintenance and location of all information technology hardware and software provided to the Front Desk, Food and Beverage and Housekeeping departments.
• Ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel. This includes the proper use of any platforms and/or programs to leverage purchasing power and the analysis of hotel spending to identify efficiencies.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Attend Evening Social and Breakfast events as a representative of the management team of the hotel and to prospect for additional sales leads.
• Enforce hotel standards, policies, and procedures are in place within the operations department