About the position
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. This role is pivotal in preparing the hotel for the day's business, focusing on guest and associate satisfaction, expense control, and product and service quality. The Operations Manager will lead efforts to ensure that all operations align with the overall goals of the hotel, fostering a culture of excellence and service among all staff members. In this position, the Operations Manager will deliver on the promise of Sonesta Service in all interactions with guests and clients, managing according to the Sonesta G.U.E.S.T. standards. This includes instilling a passion for customer service in all associates and creating processes to ensure the hotel is properly supplied with guest amenities, food and beverage outlets meet guest expectations, and the hotel is maintained and clean. The Operations Manager will also oversee the training of staff, ensuring they have the necessary tools and equipment to perform their job functions effectively. The role encompasses managing the front office and reservation functions to ensure superior guest services, security of financial transactions, and compliance with quality and brand standards in housekeeping and laundry functions. The Operations Manager will prepare month-end reports for financial reporting, manage inventory and ordering processes, and ensure compliance with health, safety, and alcohol service laws. Additionally, the Operations Manager will respond to guest complaints, promote teamwork, and enforce hotel standards and policies, acting as the “Manager on duty” as required.
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 and that all food and beverage outlets meet guest expectations.
- 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 and the security of financial transactions.
- Responsible for managing 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.
- Establish, implement, and inspect procedures to ensure all guest rooms and public areas are clean and in proper condition.
- Manage the daily execution of breakfast, evening social, and food and beverage operations to ensure standards of operation and quality 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 proper processes are in place to manage and report on department expenses.
- Work with the General Manager on identifying 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 minimize waste.
- Manage human resources and benefits programs within the Front Desk, Food and Beverage, and Housekeeping departments.
- Ensure proper use, maintenance, and location of all information technology hardware and software provided to the departments.
- 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 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.
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.
- Valid driver's license required.
Nice-to-haves
- Experience in the hospitality industry
- Knowledge of budgeting and financial reporting
- Familiarity with health and safety regulations
Benefits
- Paid parental leave
- Health savings account
- Disability insurance
- Health insurance
- Dental insurance
- Tuition reimbursement
- Vision insurance
- 401(k) matching
- Life insurance
- Food provided
