Operations Manager

WHO WE ARE:

For over 65 years, Sonesta has owned, managed, designed, built and marketed hotels throughout the world.  Just as we believe in creating an unforgettable experience for our hotel guests, we take pride in treating every employee with respect, integrity and authenticity.  One of our core values is the on-going support of our employees' professional development - this manifests itself in our ability to make Sonesta more than a chain, but a collection of truly unique and distinct properties. 

OUR BENEFITS:

We offer excellent benefits to employees who work a minimum of 30 hours per week including medical insurance through Blue Cross Blue Shield, dental, life insurance, short term and long term disability.  Additional benefits include a generous vacation, holiday and sick day paid-time-off, 401K, Flexible Spending Account, Tuition Reimbursement, etc.

Our Sonesta ES Suites property located in Malvern, Pennsylvania (www.sonesta.com/malvern) is currently seeking an experienced Operations Manager to report directly to the General Manager. 

DUTIES AND RESPONSIBILITIES:

The Operations Manager will oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.

• 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.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel which support the overall objectives of the company. Provide regular direction and manage hotel operations for all or some of the following areas:
• Front office, revenue, and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information, and that established goals are achieved.
• Food and Beverage, to ensure standards of operation and quality and guest satisfaction are maintained.
• Housekeeping and Maintenance functions to ensure compliance with quality and brand standards in all areas of the hotel; establish and implement procedures to ensure routine inspections of all guest rooms/suites and public areas to ensure guest rooms/suites, linens, public restrooms, lobby areas, and furnishings, fixtures, and equipment, etc. are clean and/or in good condition. Ensure preventative maintenance programs are in place to protect the physical assets.
• Foster positive employee relations, and reconcile time edits and payroll administration in compliance with wage and hour regulations.
• Ensure guest convenience store is stocked and maintained in an orderly and appealing manner. Monitor inventory and order replenishments in a timely and efficient manner.
• Monitor and report variances against budget; and control labor costs and other expenses.
• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Comply with federal, state and local laws regarding health, safety and alcohol services.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.
• Make recommendations for capital improvements to enhance the assets of the company and brand loyalty.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
• Interact with outside contacts:
• Guests - to ensure their total satisfaction
• Vendors - to resolve any vendor performance issues, etc.
• Regulatory agencies - regarding safety and compliance matters
• Other contacts as needed (Professional organizations, community groups, local media)
• Perform other duties as assigned.
• Serve as Manager on Duty as assigned.

Bachelor's degree in Hotel Administration, Business Administration or related field highly preferred.

Three years of guest service/hotel experience with at least two years in a supervisory capacity. Ability to speak, read, and write fluent English. Bi-lingual skills would be a plus.

This job requires the ability to perform the following:

• Frequently standing and moving about the facilities
• Carrying or lifting items weighing up to 25 pounds
• Using a keyboard to generate correspondence, reports, etc.
• Handling objects, products, and equipment

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, conferences, etc.
• Will be required to work some nights, weekends, and/or holidays.