Operations Manager

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’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. 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, instill a passion for customer service in all associates, 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 has the tools and equipment needed to effectively carry out their job functions. Manage the front office and reservation functions to ensure delivery of superior guest services, security of monies, credit card transactions and guest information. Responsible for managing all approvals, billing and collections of the hotel’s Accounts Receivables. Prepare Month End Reporting for the hotel financial reports. Manage all housekeeping and laundry functions to ensure compliance with quality and brand standards across all areas of the hotel. Establish, implement, and inspect procedures to ensure all guest rooms and public areas are clean and in proper condition to meet guest expectations and brand standards. 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 they are clean and/or in good repair. Manage the daily execution of the breakfast, evening social, and pour food and beverage operation to ensure standards of operation, quality and guest satisfaction; ensure the shoppe convenience store is stocked, maintained orderly and appealing; 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 General Manager on identification of 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 secure and properly store food and beverage products, inventory, and equipment to minimize waste. Ensure the process to manage and report on the human resources and benefits programs within the Front Desk, Food and Beverage and Housekeeping departments, including recruiting, onboarding, training, ongoing performance management, and offboarding of all associates. Ensure the process to manage and report on the proper use, maintenance and location of all information technology hardware and software provided to the Front Desk, Food and Beverage and Housekeeping departments. Ensure the process to manage and report on the purchasing of all supplies needed to manage the hotel, including proper use of platforms and programs to leverage purchasing power and analyze hotel spending to find efficiencies. Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction and 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 hotel’s 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. Perform other duties as assigned. Qualifications and Requirements Bachelor’s degree in Hotel Administration, Business Administration or a 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. 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. Pay Range Pay ranges from $70,000 - $72,000. The base pay offered may vary based on various factors, including but not limited to job-related knowledge, skills, and specific/overall experience. Benefits 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 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, protected veteran status or other characteristics protected by law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. #J-18808-Ljbffr