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Miami, Florida, United States
Onsite
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
What you’ll be doing
o Oversee multiple Guest Service departments, schedule, plan, and assign work, and develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
o Recommend and/or initiate salary, disciplinary, or other staffing/human resources- related actions in accordance with company rules and policies. Alert General Manager of potentially serious issues.
o 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.
o Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
o 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.
o Schedule and regularly conduct routine inspections of the front office and public areas/corridors to ensure the appearance and cleanliness of such areas reflects highly on hotel, brand, and Company. Develop action plans to correct deficiencies.
o Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
o 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.
o Prepare and submit statistical, performance, and forecast analyses and reports as required.
o 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.
o Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.
o 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.
o Ensure training and procedures are in place during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
o Promote teamwork and quality service through daily communications and coordination with other departments. Key departmental contacts include Accounting, Sales & Marketing, Catering, Food & Beverage, Housekeeping, Human Resources, Maintenance, Security and Shuttle services.
o Interact with outside guest contacts
o Guests- to ensure their total satisfaction
o Vendors- to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues
o Regulatory agencies- regarding safety and compliance matters
o Other contacts as needed (professional organizations, community groups, local media)
o May serve as “Manager On Duty” as required
o Perform other duties and projects as assigned
Bachelor’s degree in Hotel Administration, Business Administration or equivalent and 4 years guest service/hotel experience with 2 years in management capacity, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.
o Frequently standing up or moving within and outside the facility
o Carrying or lifting items weighing up to 25lbs
o Using a keyboard to operate various property management systems, etc.
o Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the Brand, and the Company.
o Reading and Writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
o Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
o Problem solving, reasoning, motivating, organizational and training abilities are used often.
o May be required to work nights, weekends, and/or holidays.
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
Anticipated Pay Range & Additional Job Information
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:
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.