Director of Operations - Sonesta

Job Description Summary To oversee the management and coordination of the Rooms, Front Office, Housekeeping and Food and Beverage divisions according to hotel policies. Job Description Job Description Directly supervises Rooms Division, Housekeeping and Food and Beverage Division. Responsible for the entire hotel in the absence of the General Manager. Member of the hotel’s Executive Committee. Ensure staff is using all Sonesta Service Standards. Oversees supervision and development of middle managers in the rooms, housekeeping and food and beverage divisions. Oversees preparation of weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjusts schedules throughout the week to meet business demand. Conducts regular meetings with managers to review all information pertinent to the business. Anticipates guests’ needs. Responds promptly and acknowledges all guests, however busy and whatever time of day. Handles all guest complaints in a polite and professional manner. Reviews all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory. Implements all F&B hotel policies. Monitors very closely food cost, beverage cost, payroll and other expenses. Establishes prices and menus for each F&B outlet, based on profitability and local competition. Hiring, promotion, firing and training of all Food and Beverage employees. Identifies training needs, develops formal training plans and implements training sessions for managers as needed. Must be actively involved in ongoing technical and personal service training on a daily basis. Assumes overall responsibility for maintaining standards to ensure facilities and equipment are clean, in good repair and well maintained. Ensures staff is using all Sonesta Service Standards. Assists staff with their job functions to ensure optimum service to guest. Conducts such functions as interviewing, orientation, hiring, performance appraisal, coaching, counseling, training and suspending, if necessary, to ensure appropriate staffing and productivity. Consults with other Division and Department Heads, Human Resources Director and General Manager as appropriate. Conducts comprehensive monthly departmental meetings to include review of procedures of events which warrant special handling and detailed information. Controls and analyses, on an on-going basis, Front Office Division, Housekeeping and Food and Beverage costs to ensure performance against budget. Participates in the preparation of the hotel’s Strategic Plan, Marketing Plan and Goals Program. Prepares the Rooms Division, Housekeeping Division and Food and Beverage budgets. Monitors and controls the inventories for operating equipment and supplies. Monitors and controls the Rooms Division, Housekeeping and Food and Beverage operation in the areas of revenue management, expenses, profitability and performance against budget. Adheres to hotel requirements for guest accidents or injuries and in emergency situations. Ensures that all V.I.P.'s are provided appropriate service. Involved in owner relations. Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description. Qualifications Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree (B.A.) from four-year College or University; plus, a minimum of five years related hotel management experience to include Operations experience and upper Management/Executive relations; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors. Bilingual – English and Spanish (preferred)

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule from. Thoughtful problem-solving skills that involve a circumspect approach to problems.

Other Skills and Abilities

Good Listener. Strong customer-service focus with ability to proactively diffuse guest upset and turn dissatisfaction to loyalty wherever possible. Ability to delegate, and follow-up, effectively. Direct communication skills that unambiguously convey expectation. Additional Job Information/Anticipated Pay Range Benefits Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including: 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 Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered. At Sonesta, we value our team members as individuals who enhance our guests’ experiences with their unique skills and contributions. We actively support professional growth and personal happiness in each of our employees at each of our hotels, resorts, suites and cruise ships. We seek out people who will eagerly partner with us to improve the overall Sonesta experience for our guests, and the overall Sonesta experience for their fellow colleagues. If you are interested in a career in some of the most impressive and beautiful surroundings in the world with generous benefits and perks, we hope you’ll get in touch with us. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.