Rooms Operation Manager

Sonesta Resort Hilton Head Island, SC•Hilton Head Island, SC

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. 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.

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.