Operations Manager

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.

Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

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.

Job Description

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

· 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.

· 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 Assistant General Manager on the identification of budget variances within the Front Desk.

· 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. (The Market)

· Ensure the proper process is in place to manage and report on the human resources and benefits programs within the Front Desk. This includes the recruiting, onboarding, training, ongoing performance management, and offboarding of all front desk associates.

· 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.

· 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 departments.

· Act as “Manager on duty” as required.

· Sales - effectively communicate with client, enter groups rooming list, update group blocks and create welcome packets for groups arriving.

· Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.

· Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

· Bachelor’s degree in Hotel Administration, Business Administration or related field preferred.

· Two years of previous supervisory experience preferred.

· Previous background from the exten