General Manager

Job Description Summary

The General Manager (GM) is the onsite leader of the hotel and represents the company with all guests, clients, associates, and owners. The GM consistently delivers 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. The GM works directly with Sonesta’s marketing, revenue management, sales, human resources, finance, facilities, information technology, and procurement services that support the hotels.

Responsibilities

• Deliver on the promise of Sonesta Service in all interactions with guests and clients.
• Manage according to Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates.
• Create processes and procedures to ensure the hotel is supplied with guest amenities, that food and beverage outlets meet guest expectations, and that the hotel is properly maintained and clean.
• Manage the direct sales activities of the hotel in partnership with the Regional Sales Director (RSD) and Global Sales Office (GSO) to uncover demand in the hotel’s trade area.
• Directly supervise the Director of Sales and partner with the sales support team to create and execute the hotel’s sales and marketing plan.
• Manage the overall seasonal demand strategy in partnership with the Regional Revenue Manager (RRM) regarding room type and length of stay pricing.
• Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
• Regularly sell hotel rooms through direct client contact.
• Establish and implement appropriate service recovery guidelines to ensure complete guest satisfaction.
• Respond to guest complaints or concerns in a prompt and professional manner.
• Manage the Sonesta ES Suites brand positioning through all marketing programs, including the creation of surprises, the guest recognition program (Travel Pass), and the use of logos and graphics standards.
• Manage the front office, housekeeping, and food and beverage operations through direct supervision of the Operations Manager.
• Manage the appearance, condition, and preventive maintenance of the physical plant through supervision of the Maintenance Manager.
• Attend evening social and breakfast events as a representative of the management team and prospect for additional sales leads.
• Lead the development, implementation, and monitoring of capital and operational budgets in support of the company’s objectives.
• Work with the Finance Department on variance identification and communication to ownership about the hotel’s financial condition.
• In partnership with the General Ledger Accountant, ensure proper process for money management and reporting.
• In partnership with Engineering and Facilities Operations, ensure proper process for reporting on the condition of the building, grounds, and parking, and manage the annual capital and operations expense budget.
• In partnership with Human Resources, manage the recruiting, onboarding, training, performance management, and offboarding of all associates.
• In partnership with Information Technology, manage the proper use, maintenance, and reporting of all IT hardware and software.
• In partnership with Procurement, manage the purchasing of all supplies and analyze hotel spending for efficiencies.
• Enforce hotel standards, policies, and procedures across departments.
• Act as Manager on Duty as required.
• 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 related field preferred.
• Three years of experience as a General Manager, Operations Manager, and/or Director of Sales in extended stay hotels.
• Fluent in spoken, read, and written English; knowledge of additional languages is beneficial.
• Professional verbal and written communication skills.
• Strong mathematical skills, including 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.
• Physical ability to stand, bend, climb, kneel, and move throughout the facility; exposure to commercial cleaning chemicals; ability to lift or pull items up to 50 pounds; frequent handling of objects and equipment.
• Availability to work mornings, evenings, weekends, and holidays.

Pay Range

$94,500 – $105,000 per year. Base pay may vary depending on job‑related knowledge, skills, experience, and 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

EEO Statement

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.