About this Rooms Operation Manager role at Sonesta
We’re People People. Are you?
We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast 🚀).
With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be.
But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).
What this role is all about
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.
What you’ll be doing
Key Responsibilities:
Operations Oversight
- 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
Guest Experience
- 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
Team Leadership
- 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
Quality Assurance
- 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)
Financial & Productivity Focus
- Assist in managing labor costs and departmental expenses
- Monitor productivity levels and staffing efficiency
- Support upselling initiatives and revenue opportunities at the Front Desk
Communication
- 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
Qualifications:
- 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
Key Performance Indicators (KPIs):
- Guest Satisfaction Scores (GSS / Reviews)
- Room Readiness / On-Time Check-In Performance
- Cleanliness & Inspection Scores
- Labor Productivity
- Service Recovery Effectiveness
· Act as “Manager on duty” as required.
· Perform other duties as assigned.
- 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.
Anticipated Pay Range & Additional Job Information
Salary Range: $50K - $60K
How we reward you
At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between.
Here’s a snapshot of what we offer:
- Medical, Dental & Vision Insurance
- Health Savings Account (HSA) with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation & Sick Time
- Paid Parental Leave
- Company-Paid Life Insurance
- Company-Paid Short-Term & Long-Term Disability
- Hospital Indemnity, Critical Illness & Accident Insurance
- Educational Assistance
- Sonesta Hotel Discounts (yes, you’ll want to use these ✈️)
- Additional Perks & Employee Discounts
Our Commitment to You
Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Before You Apply
To be considered, please complete the full application in addition to submitting your resume. Incomplete applications will not be reviewed.
