Hotel Operations Manager

3 weeks ago

Santa Clara, California, United States Sonesta International Hotels Full time
Job Title: General Manager

The General Manager is the onsite leader of the hotel and represents the company with all guests, clients, associates, and owners. This position is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on driving revenue, controlling costs, providing guest and associate satisfaction, and delivering product and service quality.

Key Responsibilities:
  • 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 and instilling a passion for customer service in all associates of the hotel.
  • Manage the direct sales activities of the hotel in partnership with the hotel's Regional Sales Director (RSD) and Global Sales Office (GSO) to uncover the appropriate demand located in the hotel's trade area.
  • Manage the overall seasonal demand strategy in partnership with the hotel's Regional Revenue Manager (RRM) with regard to room type and length of stay pricing.
  • Regularly sell hotel rooms through direct client contact.
  • Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction.
  • Manage the Sonesta ES Suites brand positioning through the proper use of all marketing programs.
  • Manage the front office, housekeeping, and food and beverage operation of the hotel through the direct supervision of the Operations Manager.
  • Manage the appearance, condition, and preventive maintenance of the physical plant through the direct supervision of the Maintenance Manager.
  • Attend Evening Social and Breakfast events as a representative of the management team of the hotel and to prospect for additional sales leads.
  • Lead the development, implementation and monitoring of capital and operational budgets for the hotel which support the overall objectives of the company.
  • In partnership with the hotel's assigned General Ledger Accountant and in accordance with company rules and policies, ensure the proper process is in place to manage and report the inflow of money in and out of the hotel.
  • In partnership with the Manager, National Engineering and Facilities Operations and in accordance with company rules and policies, ensure the proper process is in place to manage and report on the condition of the physical building(s), grounds, and parking surfaces.
  • In partnership with the hotel's assigned Human Resources representatives and in accordance with company rules and policies, ensure the proper process is in place to manage and report on the human resources and benefits programs within the hotel.
  • In partnership with the assigned Information Technology representatives and in accordance with company rules and policies, 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 hotel.
  • In partnership with the assigned Procurement representatives and in accordance with company rules and policies, ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel.
  • Enforce hotel standards, policies, and procedures are in place within the hotel departments.
  • Act as 'Manager on duty' as required.
  • 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.
  • Three years as a General Manager, Operations Manager, and/or Director of Sales in extended stay hotels 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.
  • Ability to travel including some overnight travel is required.
  • Valid driver's license required.
  • Frequently standing up, bending, climbing, kneeling, and moving about the facility.
  • Will be exposed to commercial cleaning chemicals.
  • Carrying, lifting or pulling items weighing up to 50 pounds.
  • Frequently handling objects and equipment.
  • Will be required to work mornings, evening, weekends, and holidays.

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