Rooms Operation Manager

Sonesta International Hotels Corporation•Hilton Head, SC

4d•Onsite

About The Position

The Rooms Operation Manager is responsible for the day-to-day operations of the Front Desk and Housekeeping departments, ensuring seamless coordination, exceptional guest service, and adherence to brand standards. This role focuses on delivering a high-quality guest experience while maintaining operational efficiency and supporting overall hotel performance. Key responsibilities include managing daily operations of Front Desk and Housekeeping, ensuring rooms are cleaned, inspected, and available timely, and coordinating between departments to minimize delays. The manager monitors occupancy, arrivals/departures, and special requests. They lead the team in delivering personalized guest service, handle guest concerns, and ensure strong arrival/departure experiences. The role also involves supervising, coaching, and supporting team members, assisting with scheduling, and training staff on service standards. Quality assurance includes regular room and public space inspections, enforcing brand standards, and supporting audit readiness. The manager assists in managing labor costs and departmental expenses, monitors productivity, and supports upselling initiatives. Effective communication with other departments and clear shift-to-shift follow-through are also crucial. The role also includes acting as “Manager on duty” as required and performing other assigned duties.

Requirements

2–4+ years of hotel experience, preferably in Front Desk or Housekeeping leadership
Strong guest service and problem-solving skills
Ability to lead teams in a fast-paced environment
Familiarity with PMS systems (e.g., Opera) and hotel operations
Flexible schedule, including weekends and holidays

Responsibilities

Manage daily operations of Front Desk and Housekeeping
Ensure rooms are cleaned, inspected, and available in a timely manner
Coordinate closely between departments to drive room readiness and minimize delays
Monitor occupancy, arrivals/departures, and special requests
Lead the team in delivering exceptional, personalized guest service
Handle guest concerns and service recovery professionally and promptly
Ensure strong arrival and departure experiences for all guests
Monitor guest feedback and implement improvements
Supervise, coach, and support Front Desk and Housekeeping team members
Assist with scheduling to align with occupancy and business levels
Train staff on service standards, procedures, and systems
Promote a positive, team-oriented work environment
Conduct regular room and public space inspections
Ensure cleanliness, presentation, and maintenance standards are met
Enforce brand standards and operational procedures
Support audit readiness (brand, QA, AAA inspections)
Assist in managing labor costs and departmental expenses
Monitor productivity levels and staffing efficiency
Support upselling initiatives and revenue opportunities at the Front Desk
Lead or participate in daily stand-up meetings
Communicate effectively with Engineering, F&B, and other departments
Ensure clear shift-to-shift communication and follow-through
Act as “Manager on duty” as required
Perform other duties as assigned