Operations Manager

About the role

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. 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 prepares the hotel for the day’s business, focusing on guest and associate satisfaction, expense control, and product and service quality to contribute to the overall goals of the hotel.

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 meet 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.
• Manage all approvals, billing, and collections of the 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 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 for routine inspections of all guest rooms/suites and public areas.
• Manage the daily execution of breakfast, evening social, and food and beverage operations to ensure standards of operation, 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 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 to minimize waste.
• Ensure the proper process is in place to manage and report on human resources and benefits programs within the Front Desk, Food and Beverage, and Housekeeping departments, including recruiting, onboarding, training, performance management, and offboarding.
• 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, including leveraging purchasing platforms and analyzing hotel spending for efficiencies.
• Establish and implement appropriate service recovery guidelines 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 and to prospect for additional sales leads.
• Enforce hotel standards, policies, and procedures within the operations departments.
• Act as “Manager on duty” as required.
• Regularly sell hotel rooms through direct client contact.
• Ensure compliance with federal, state, and local laws regarding health, safety, and alcohol services.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in Hotel Administration, Business Administration, or related field preferred.
• Two years of previous supervisory experience preferred.
• Previous background from the extended stay industry preferred.
• Ability to speak, read, and write fluent English; other languages beneficial.
• Professional verbal and written communication skills.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
• Problem-solving, reasoning, motivating, organizational, and training abilities.
• Ability to prioritize and organize work assignments.
• Experience with Microsoft Office and Opera systems preferred.
• Ability to travel, including some overnight travel, is required.
• Valid driver’s license required.
• Frequently standing up, bending, climbing, kneeling, and moving about the facility.

Benefits

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