Director of Rooms

Job Description Summary

The Director of Rooms sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team.
The Director of Rooms is responsible for planning all day-to-day operations of the Rooms division and related areas.
The Director of Rooms will directly oversee the Rooms division, engineering, and security teams while being a support for the entire hotel to achieve both guest and employee satisfaction, deliver quality service while meeting/exceeding financial goals. The Director of Rooms works with the Executive Committee to carry out daily operation activities and is responsible for providing leadership, strategic support, consultation and direction to the entire Executive Committee pertaining to the operations of the hotel.
Sonesta managers are charged with providing strategic vision, ensuring tactical execution, actively managing their department to achieve the company’s revenue, profitability goals and objectives.
The ideal candidate has a passion for building and motivating teams that achieve results. Sonesta managers are guest-focused (both internal and external) achievement-oriented leaders.

Job Description

Principle duties and responsibilities (Essential Functions) include:   

Operational/Functional:

• Plan and direct all day-to-day functions of the Room division and consistently meet and exceed established goals.
• Develop, recommend, implement and manage the hotel’s training manuals, annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations.
• Develop local programs and procedures and manage the operations of the property.
• Ensure compliance with SOPs, safety regulations and all other federal, state and local laws and regulations, brand standards and local policies and procedures to achieve optimal levels of quality service and customer satisfaction.
• Assign and delegate tasks to managers of the different sub departments of the division, and ensure that profit objectives, service standards, safety standards are met and exceeded.
• Deliver outstanding experience to guests, partners, and team members. Review guest satisfaction survey results with leadership team and take appropriate corrective action.
• Support Rooms division, engineering, and security teams with day-to-day operations, employee interactions, and guest satisfaction.
• Implement emergency procedures and training through the management of the Security staff to establish appropriate protection for the hotel, staff and company asset.
• Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and “walk” guests following hotel policies and procedures.
• Review previous night’s “no-shows”, verify and ensure billing of such.
• Ensure all Sonesta safety and sanitation standards are adhered to
• Maintain high standards of personal appearance and grooming.
• Assume General Manager duties in her/his absence.
• Perform other duties and projects as requested by management

Work Environment:

• This position works mostly in a service environment, with some office time.

Physical Demands:

• The person in this role may be exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly.
• The person in this role may be carrying, lifting or pulling items weighing up to 50lbs and pushing and / or pulling approximately 200lbs.
• The person in this role will be frequently standing up, bending, climbing, kneeling and moving about the hotel.

Expected Hours of Work:

• Must be flexible to work variable days of the week to include weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights).
• Ten to twelve hour shifts sometimes required.

Travel

N/A

Education and Experience:

• Bachelor’s degree in Hotel Administration/Business Administration or equivalent.
• 5+ years of Hotel Guest Service experience in a management capacity.
• Progressive experience in Hotel Operations required.
• Understanding of and previous experience in a union environment a plus.

Strategy and Planning:

• Participate in the preparation of the hotel’s strategic plan, marketing plan and overall goals. Prepare monthly forecasts and annual plan for the division.
• Develop and implement weekly work schedules for all Room division departments in accordance with staffing guidelines and labor forecasts.
• Adjust schedules throughout the week to meet the business demands.
• Monitor and control the inventories of operating equipment and supplies.

Financial Management:

• Maintain productivity and labor cost goals.
• Monitor payroll in the department ensuring meal breaks are taken and timecards are accurate.
• Manage the operating budget and achieve all revenue and expense targets. Assist with development, implementation, and execution of capital projects.
• Develop and monitor the budget and the forecasting process.

Managing your Team:

• Interview, hire, train, and promote Room division staff. Provide constructive and consistent feedback and recommend disciplinary action when appropriate.
• Coach and train the Room division leadership team and hold them accountable for their performance. Ensure they do the same for their respective teams.
• Identify training needs, develop formal training plans and implement training sessions.  Must be actively involved in ongoing technical and personal service training daily.
• Manage the performance evaluation process of all team members.
• Ensure employees are treated fairly and equitably.

Leading with Passion:

• Responsible for ensuring success through the eyes of employees, guests, and owners.
• Utilize and collaborate with resources across different departments and corporate office.
• Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture.
• Focus on the mission and well-being of the department, hotel, and company as a whole.
• Lead by example and operate with integrity and respect.
• Inspire your team to embrace and demonstrate our values and GUEST People Standards.

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Track record of delivering exceptional guest and client experience.
• Demonstrable expertise in analysis and action taking.
• Demonstrate ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize and organize work assignments.
• Extensive knowledge of hotel and hospitality industry.
• Proficient with Microsoft Office Suite or related software.

Additional Job Information/Anticipated

Pay Range

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 (available the first day of the month after hire date)
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days (2 weeks of vacation, 6 sick days, 10 paid holidays per year)
• Free parking
• Free shift meal
• $60 Shoes for Crew credit per year
• Fun, family environment
• Sonesta Hotel Discounts (over 1,200 hotels world-wide)
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long-Term Disability Insurance
• Various Employee Perks and Discounts

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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

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 or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.