Director of Rooms

We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

About the role

The Director of Rooms is responsible for the overall leadership, strategy, execution, and performance of the Rooms Division, including Front Office, Housekeeping, Security, Shuttle Operations, and IT. This leader serves as the operational quarterback of the hotel, ensuring seamless guest experiences, exceptional service delivery, operational efficiency, financial performance, and team engagement. The role requires a strategic thinker who can develop long-term solutions while remaining hands-on and willing to support the operation whenever and wherever needed. This position serves as an extension of the General Manager, effectively communicating and executing the hotel's vision, priorities, and strategic initiatives while ensuring alignment across all operational departments.

Leadership Philosophy

• Lead with accountability, urgency, and ownership.
• Create solutions rather than identify problems.
• Be highly visible and engaged with guests and team members.
• Build strong relationships across all departments.
• Develop future leaders through coaching, mentoring, and succession planning.
• Roll out and execute corporate initiatives with consistency and measurable results.
• Lead from the floor during peak demand periods, major events, operational challenges, and high-volume arrivals.
• Set clear expectations while creating an environment where team members feel empowered, valued, and supported.

Responsibilities

Operational Leadership

• Provide strategic leadership and daily oversight of Front Office, Housekeeping, Security, Shuttle Operations, and Information Technology (IT).
• Ensure all departments consistently deliver outstanding guest experiences, safe and secure operations, brand compliance, financial accountability, and operational excellence.
• Maintain direct accountability for Guest Satisfaction Scores (GSS), Medallia/Qualtrics performance, Rooms Division profitability, labor management, service recovery, and departmental productivity.

Strategic Planning & Execution

• Develop and execute departmental business plans aligned with hotel objectives.
• Translate the General Manager's vision into actionable goals and operational strategies.
• Identify operational risks and opportunities before they impact guest satisfaction or financial performance.
• Lead implementation of corporate initiatives, new programs, technology platforms, and operational standards.
• Establish measurable action plans with clear ownership and accountability.
• Monitor results and adjust strategies to achieve desired outcomes.

KPI Management & Accountability

Maintain ownership of key performance indicators including but not limited to:

• Front Office: Guest Satisfaction Scores, Travel Pass Enrollment, Upsell Revenue, Check-In Experience Scores, Service Recovery Performance, Arrival Readiness.
• Housekeeping: Cleanliness Scores, Room Readiness by 3:00 PM, Productivity Metrics, Inspection Scores, Guest Room Defects, Lost & Found Compliance.
• Security: Incident Response Time, Safety Compliance, Key Control, Risk Management Programs, Workplace Safety.
• Shuttle Operations: On-Time Pickups and Departures, Airline Crew Compliance, Guest Transportation Satisfaction, Vehicle Maintenance Compliance.
• IT: System Uptime, Technology Support Response Times, Guest Internet Performance, Technology Project Implementation.

Regularly analyze trends and develop action plans to improve performance.

Operational Communication & Leadership Rhythm

• Conduct and lead a weekly operational meeting with Front Office, Housekeeping, Security, Engineering, Shuttle, and IT leadership to review guest satisfaction trends, operational KPIs, labor performance, upcoming groups/events, airline crew arrivals/departures, and operational challenges. Assign action items and ensure follow-through.
• Serve as a key member of the Executive Committee, participating in strategic planning discussions and supporting all revenue-generating initiatives.
• Collaborate with Sales, Revenue Management, Food & Beverage, Engineering, Human Resources, and Finance to ensure operational readiness for group business, airline contracts, special events, and VIP arrivals.

Guest Experience Leadership

• Maintain a visible presence in the lobby and public areas, interacting regularly with guests and clients.
• Lead service recovery efforts for significant guest concerns and resolve escalated issues professionally and promptly.
• Ensure departments consistently deliver memorable experiences and review guest feedback daily to implement corrective action plans.

Labor & Financial Management

• Develop and manage departmental budgets, controlling labor costs while maintaining service standards.
• Review schedules to ensure alignment with business levels and monitor overtime and productivity.
• Identify opportunities to improve efficiency without sacrificing guest experience.
• Support annual budgeting and forecasting processes.

Team Development & Culture

• Recruit, train, coach, and develop department leaders.
• Conduct regular one-on-one meetings with direct reports and establish clear performance expectations.
• Hold leaders accountable through measurable results and create succession plans for key positions.
• Promote a culture of teamwork, accountability, recognition, and continuous improvement.

Corporate Initiative Leadership

• Champion all corporate programs and initiatives, ensuring operational teams understand the purpose behind changes.
• Communicate expectations clearly and train leaders and team members on new processes.
• Measure adoption and effectiveness, providing feedback to corporate leadership regarding implementation success and opportunities.

Operational Ownership

• Take ownership of operational challenges and be proactive rather than reactive.
• Assist departments during critical business periods, including peak check-in, room inspections during high occupancy, group arrivals, and airline operations.
• Participate in emergency response situations and lead by example through visible engagement and hands-on support.

Requirements

• Minimum 5 years of Rooms Division leadership experience.
• Minimum 3 years in a Director of Rooms, Hotel Manager, Director of Operations, or similar leadership role.
• Full-service hotel experience required.
• Strong knowledge of Front Office, Housekeeping, Security, Shuttle Operations, and Hotel Technology.
• Proven success improving guest satisfaction scores and operational KPIs.
• Proven experience leading large teams and multiple department heads.
• Strong financial acumen and labor management skills.
• Excellent communication and presentation skills.
• Ability to lead organizational change and execute corporate initiatives.

Preferred Qualifications

• Multi-property or large hotel experience.
• Experience with airline crew operations.
• Experience managing hotels with 250+ guestrooms.
• Brand experience within major hotel organizations.

Leadership Competencies

The ideal candidate demonstrates:

• Strategic Thinking
• Operational Excellence
• Accountability
• Ownership Mentality
• Team Development
• Emotional Intelligence
• Financial Acumen
• Communication Excellence
• Problem Solving
• Adaptability
• Guest-Centric Leadership
• Change Management
• Results Orientation
• Ability to Inspire and Influence Others

Success Metrics

A successful Director of Rooms:

• Consistently improves guest satisfaction scores.
• Maintains strong labor and expense controls.
• Creates operational consistency across all departments.
• Builds a strong leadership bench.
• Executes corporate initiatives successfully.
• Anticipates challenges before they impact guests.
• Drives accountability through measurable results.
• Communicates and reinforces the General Manager's vision daily.
• Creates an engaged team focused on delivering exceptional experiences for guests, clients, and team members.

Pay

$85,000 - $100,000 annually.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity, Critical Illness, and Accident Insurance