Rooms Operation Manager

About the Company

Sonesta International Hotels is the 8th largest hotel company in the U.S. and growing fast. With a uniquely diverse portfolio of owned, managed, and franchised properties, Sonesta delivers quality, value, and amazing hospitality across 1000+ properties in eight countries. Driven by the human side of hospitality, we focus on service with passion, loyalty with purpose, and experiences that truly connect.

About the Role

The Rooms Operation Manager is responsible for the day-to-day operations of the Front Desk and Housekeeping departments, ensuring seamless coordination, exceptional guest service, and adherence to brand standards. This role focuses on delivering a high-quality guest experience while maintaining operational efficiency and supporting overall hotel performance.

Responsibilities

• Operations Oversight
  • Manage daily operations of Front Desk and Housekeeping
  • Ensure rooms are cleaned, inspected, and available in a timely manner
  • Coordinate closely between departments to drive room readiness and minimize delays
  • Monitor occupancy, arrivals/departures, and special requests
• Guest Experience
  • Lead the team in delivering exceptional, personalized guest service
  • Handle guest concerns and service recovery professionally and promptly
  • Ensure strong arrival and departure experiences for all guests
  • Monitor guest feedback and implement improvements
• Team Leadership
  • Supervise, coach, and support Front Desk and Housekeeping team members
  • Assist with scheduling to align with occupancy and business levels
  • Train staff on service standards, procedures, and systems
  • Promote a positive, team-oriented work environment
• Quality Assurance
  • Conduct regular room and public space inspections
  • Ensure cleanliness, presentation, and maintenance standards are met
  • Enforce brand standards and operational procedures
  • Support audit readiness (brand, QA, AAA inspections)
• Financial & Productivity Focus
  • Assist in managing labor costs and departmental expenses
  • Monitor productivity levels and staffing efficiency
  • Support upselling initiatives and revenue opportunities at the Front Desk
• Communication
  • Lead or participate in daily stand-up meetings
  • Communicate effectively with Engineering, F&B, and other departments
  • Ensure clear shift-to-shift communication and follow-through
• Act as "Manager on duty" as required
• Perform other duties as assigned

Requirements

• 2–4+ years of hotel experience, preferably in Front Desk or Housekeeping leadership
• Strong guest service and problem-solving skills
• Ability to lead teams in a fast-paced environment
• Familiarity with PMS systems (e.g., Opera) and hotel operations
• Flexible schedule, including weekends and holidays

Key Performance Indicators (KPIs)

• Guest Satisfaction Scores (GSS / Reviews)
• Room Readiness / On-Time Check-In Performance
• Cleanliness & Inspection Scores
• Labor Productivity
• Service Recovery Effectiveness

Pay

Salary Range: $50K - $60K

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 Insurance
• Accident Insurance