Director of Operations

Sonesta International Hotels Corporation • Sonesta Fort Lauderdale, FL

9d

About The Position

The Director of Operations oversees day-to-day hotel operations and helps drive guest satisfaction, operational excellence, team engagement, and overall property performance. The role partners with department leaders across Front Office, Housekeeping, Food & Beverage, Engineering, Security, and other operational areas to support smooth hotel operations and memorable guest experiences. It balances leadership, guest service, operational strategy, team development, and business performance in a fast-paced hospitality environment.

Requirements

• Strong knowledge of hotel operations, guest service standards, labor management, operational reporting, and hospitality systems.
• Excellent leadership, communication, organizational, and problem-solving skills.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Ability to balance guest experience, team leadership, and business performance effectively.
• Experience handling guest recovery situations and supporting cross-functional hotel operations.
• Flexible availability, including mornings, evenings, weekends, holidays, and on-call operational support as needed.
• Passion for hospitality, leadership, teamwork, operational excellence, and creating exceptional guest experiences.

Nice To Haves

• Bachelor’s degree in Hospitality Management, Business, or a related field preferred.
• Three or more years of hotel operations, hospitality leadership, guest services, or operational management experience preferred.
• Previous Hotel Manager, Assistant General Manager, Operations Manager, Rooms Division, or other hospitality leadership experience preferred.
• Experience using PMS systems, hotel operational software, reporting tools, and hospitality technology preferred.

Responsibilities

• Oversee daily hotel operations across Front Office, Housekeeping, Food & Beverage, Engineering, guest services, and other operational departments.
• Lead and support hotel teams in delivering exceptional guest service, operational consistency, and memorable hospitality experiences.
• Partner with department leaders on staffing, scheduling, onboarding, training, employee engagement, and operational performance initiatives.
• Monitor guest satisfaction, online reputation, operational KPIs, service recovery opportunities, and hotel performance metrics to drive continuous improvement.
• Support budgeting, forecasting, labor management, inventory control, operational planning, and cost management initiatives.
• Partner with Sales, Revenue Management, and Operations teams to maximize occupancy, guest satisfaction, and commercial performance.
• Respond promptly and professionally to guest concerns, operational challenges, and escalated service situations.
• Ensure compliance with hotel operational standards, brand expectations, OSHA regulations, food safety requirements, safety procedures, and company policies.
• Support VIP arrivals, group business, conferences, weddings, events, and special operational projects.
• Conduct operational walkthroughs, inspections, and quality assurance reviews across hotel departments and guest-facing spaces.
• Maintain knowledge of PMS systems, operational reporting tools, hospitality technology, and hotel operational procedures.
• Help foster a welcoming, collaborative, and guest-focused culture aligned with Sonesta’s People People philosophy.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• Health Savings Account (HSA) with company match
• 401(k) retirement plan with company match
• Paid vacation and sick time
• Paid parental leave
• Company-paid life insurance
• Company-paid short-term and long-term disability
• Hospital indemnity, critical illness, and accident insurance
• Educational assistance
• Sonesta hotel discounts
• Additional perks and employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Director