Operations Manager

Summary

Operations Manager leads operations across front desk, food service, housekeeping and business administration, ensuring guest and associate satisfaction, expense control, and product quality, contributing to overall hotel success.

Duties and Responsibilities

• Deliver on the promise of Sonesta Service in all guest and client interactions and instill a passion for customer service in all associates.
• Create processes and procedures to ensure the hotel has all guest amenities, food and beverage outlets meet guest expectations, and the hotel is properly maintained and clean.
• Ensure all staff is properly trained and has the tools and equipment needed to effectively carry out their job functions.
• Manage the front office and reservation functions to deliver superior guest services and protect monetary, credit card, and guest information.
• Manage all approvals, billing, and collections of hotel accounts receivables.
• Prepare month-end reporting for hotel financial reports.
• Manage housekeeping and laundry functions to meet quality and brand standards and conduct inspections of all guest rooms and public areas.
• 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 pour food and beverage operations to maintain standards of operation, quality, and guest satisfaction.
• Ensure the shoppe convenience store is stocked and maintained orderly and appealfully, monitoring inventory and ordering replenishments.
• Ensure proper processes are in place to manage and report on department expenses and work with the General Manager to identify budget variances within Front Desk, Food and Beverage, and Housekeeping departments.
• Purchase and / or requisition inventory to maintain adequate minimum and maximum stocks of food, beverage, material, and equipment.
• Monitor and control food and beverage costs and ensure procedures protect the security and proper storage of food and beverage products, inventory, and equipment.
• Ensure proper processes are in place to manage and report on human resources and benefits programs, recruiting, onboarding, training, performance management, and offboarding of all associates in Front Desk, Food and Beverage, and Housekeeping departments.
• Ensure proper processes are in place to manage and report on the proper use, maintenance, and location of all IT hardware and software provided to Front Desk, Food and Beverage, and Housekeeping departments.
• Ensure proper processes are in place to manage and report on purchasing of all supplies needed to manage the hotel, leveraging purchasing power and analyzing hotel spending to identify efficiencies.
• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction.
• Respond to guest complaints or concerns promptly and professionally.
• 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 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.
• 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.

Qualifications and Requirements

Benefits

Equal Opportunity Employer

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Application Note

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

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