Job description
Job Description Summary
The Complex Hotel Manager (CHM) is the onsite leader of their hotels and represents the company with all guests, clients, associates, and owners. The CHM is responsible and accountable for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on driving revenue, controlling costs, providing superior guest satisfaction through an engaged staff, and delivering product and service quality. To accomplish this the CHM will work directly with the property General Manager(s), and partner with the property and regional sales, revenue management, and marketing representatives assigned to the hotel. The CHM will also work with the company’s functional leads in accounting, facilities, human resources, information technology and procurement that support the hotel.
Job Description
DUTIES AND RESPONSIBILITIES:
- Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel. Create processes and procedures to ensure the hotel is properly supplied with all guest amenities, all food and beverage outlets are meeting guest expectations, and the hotel is properly maintained and clean.
- Collaborate with the hotel’s Director of Sales and Marketing to uncover the appropriate demand located in the hotel’s trade area.
- Work with the hotel’s property management system (Opera), reservation system (SynXis), and revenue optimization technology (iDeas) to maximize revenue through the setting of the appropriate rates by room type and length of stay based on local market conditions to secure the hotel’s fair market share of average daily rates according the annual budget for the hotel. Collaborate with the hotel’s Regional Revenue Manager (RRM) on a regular basis to achieve the optimal business mix.
- Manage the strategy and execution of assigned market segments by working in collaboration with the Regional Revenue Manager to maximize the profitability of all distribution channels.
- Manage their hotels brand positioning through the proper use of all marketing programs. This would include but is not limited to the creation of Everyday Surprises, the implementation and management of the company’s guest recognition program (Travel Pass) and the proper use of all logo and graphics standards.
- Manage the front office, housekeeping, and food and beverage operation of the hotel(s) through the direct supervision of the department heads
- Manage the appearance, condition, and preventive maintenance of the physical plant through the direct supervision of the Engineering leadership.
- Attend Evening Social and Breakfast events as a representative of the management team of the hotel and to prospect for additional sales leads.
- Assist the GM in the implementation and monitoring of capital and operational budgets for the hotel(s) which support the overall objectives of the company. Work with the Finance Department on the identification of variances and communication to ownership on the hotel’s financial condition.
- In partnership with the hotel’s assigned Accountant(s) and in accordance with company rules and policies, ensure the proper process is in place to manage and report the inflow of money in and out of the hotel.
- In partnership with the Manager, National Engineering and Facilities Operations and in accordance with company rules and policies, ensure the proper process is in place to manage and report on the condition of the physical building(s), grounds, and parking surfaces. This includes the creation and management of the hotel’s annual capital and operations expense budget to improve and maintain the facility for guests and ownership.
- In partnership with the hotel’s assigned Human Resources representatives and in accordance with company rules and policies, ensure the proper process is in place to manage and report on the human resources and benefits programs within the hotel. This includes the recruiting, onboarding, training, ongoing performance management, and off boarding of all associates of the hotel.
- In partnership with the assigned Information Technology representatives and in accordance with company rules and policies, ensure the proper process is in place to manage and report on the proper use, maintenance and location of all information technology hardware and software provided to the hotel. This includes the proper use of all systems to service all guests and provide a return on investment to owners.
- In partnership with the assigned Procurement representatives and in accordance with company rules and policies, ensure the proper process is in place to manage and report on the purchasing of all supplies needed to manage the hotel. Master the use of the company’s purchasing platform (Avendra) to leverage the company’s purchasing power and the analysis of hotel spending to identify efficiencies.
- Ensure appropriate service recovery guidelines are in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
- Enforce hotel standards, policies, and procedures are in place within the hotel departments.
- Act as “Manager on duty” as required.
- Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
- Perform other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s degree in Hotel Administration, Business Administration or related field preferred.
- Five years as a Director of Front Office, Director of Operations or Assistant General Manager in full-service hotels preferred.
- Ability to speak, read, and write fluent English, other languages beneficial.
- Professional verbal and written communication skills.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
- Problem solving, reasoning, motivating, organizational and training abilities.
- Ability to prioritize and organize work assignments.
- Experience with Microsoft Office and Opera systems preferred.
- Ability to travel including some overnight travel is required.
- Frequently standing up, bending, climbing, kneeling, and moving about the facility.
- Will be exposed to commercial cleaning chemicals
- Carrying, lifting or pulling items weighing up to 50 pounds.
- Frequently handling objects and equipment.
- Will be required to work mornings, evening, weekends, and holidays.
- NYC Union experience preferred
- FLSD required or must complete within 90 days of hire date
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as exempt and is not subject to overtime in accordance with Federal and State Regulations. This job description is subject to change at any time.
Additional Job Description
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- Medical, Dental and Vision Insurance
- Health Savings Account with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short-Term and Long-Term Disability Insurance
- Various Employee Perks and Discounts
Salary Range: 130k - 140k
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
- Medical, Dental and Vision Insurance
- Health Savings Account with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short Term and Long Term Disability Insurance
- Various Employee Perks and Discounts
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
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