Director of Operations

The Shelburne Sonesta New York, NY•New York, NY

16d•$115,000 - $125,000

About The Position

The Director of Operations 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 Operations is responsible for the leadership, effectiveness and productivity of the Front Office and Housekeeping departments in order to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Directly and indirectly supervises Front Office and Housekeeping employees.

Requirements

Bachelor’s degree in Hotel Administration, Business Administration or related field preferred.
Three years as a Director of Front Office/Housekeeping and/or Operations Manager in 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.
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.
FLSD certification required or must complete within 180 days of start date.

Nice To Haves

NYC Union hotel experience preferred.

Responsibilities

Oversee front office and housekeeping departments. Develop and communicate departmental strategies and goals.
Communicate and enforce policies and procedures.
Ensure all staff has the tools and equipment needed to effectively carry out their job functions.
Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
Schedule and regularly conduct routine inspections of the front office, meeting space, public areas, guest rooms, corridors and back of the house spaces to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company.
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
Ensure training and procedures are in place to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Front Office, Accounting, Revenue Management, Sales and Marketing, Catering, Security, Housekeeping, Human Resources and Maintenance.
Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.
Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
Prepare and submit statistical, performance, and forecast analyses and reports as required.
Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy.
Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.
Directly and indirectly supervises a large number of employees including but not limited to managers, supervisors, room attendants, house attendants, front desk agents, bell/door attendants, security personnel, maintenance staff, and painters.
Attract, retain, and motivate the best talent
Ensure team members receive proper training applicable to their position and career aspirations and in accordance with company policy and/or local laws
Responsible for monitoring, measuring, and recognizing performance of team members who directly report to the role and indirect reports
Support, comply and promote company initiative, policies and guidelines.
Handle employee issues in a professional and timely manner
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
May serve as “manager on duty” as required.
Perform other duties as assigned.