Night Operations Manager — Guest Experience

About Sonesta International Hotels We’re Sonesta International Hotels. The 8th largest hotel company in the U.S.—and growing fast. An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect. Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting. Job Description Summary The Overnight Manager works closely with the Front Office Manager to manage the daily operations of the Front Office/ Night Audit staff. Primary responsibilities include providing leadership, driving results, promoting and implementing property-wide strategies to increase guest satisfaction, reduce employee turnover, maintain revenue and payroll budgets, and meet or exceed productivity goals. Responsibilities Manage day-to-day operations to ensure quality and standards meet the expectations of guests and employees, including check-in/check-out processes. Promote teamwork and quality service through daily communication and coordination with other departments (including housekeeping and maintenance). Review resumes for arriving groups; organize and coordinate master accounts and group special requests. Maintain appropriate inventory of supplies and operating equipment, including ordering and receiving. Ensure all Sonesta safety and sanitation standards are adhered to. Respond to guest complaints and ensure proper follow-up is completed. Serve as “Manager on Duty” as required and respond to emergencies as needed. Ensure all staff are properly trained on systems, hotel policies, security, and cash handling procedures, service standards, local laws, and have the tools and equipment needed to carry out their job functions. Conduct pre-shift meetings with staff and review all information pertinent to the day’s business. Coach the team by providing specific feedback to improve knowledge, skills, and performance. Ensure employees are treated fairly and equitably. Handle employee issues in a professional and timely manner. Motivate employees to perform at their highest standard and establish a trusting environment to enrich the culture. Focus on the mission and well-posed of the departments, hotel and company. Lead by example and operate with integrity and respect. Inspire the team to embrace and demonstrate Sonesta’s core values and guest service standards. Qualifications Proven experience in hotel management. Excellent leadership and supervisory skills. Strong knowledge of hospitality management principles and practices. Proficiency in using hotel management software and systems. Excellent guest services and conflict resolution skills. Ability to work effectively in a fast-paced environment. 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 Equal Opportunity 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. #J-18808-Ljbffr Sonesta International Hotels