Director of Rooms

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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. Job Description Summary Position Summary The Director of Rooms is responsible for the overall leadership, strategy, execution, and performance of the Rooms Division, including Front Office, Housekeeping, Security, Shuttle Operations, and IT. This leader serves as the operational quarterback of the hotel, ensuring seamless guest experiences, exceptional service delivery, operational efficiency, financial performance, and team engagement. The Director of Rooms must be a proven leader in a full-service hotel environment with a track record of improving guest satisfaction, operational KPIs, labor productivity, and departmental accountability. This position requires a strategic thinker who can develop long-term solutions while remaining hands-on and willing to support the operation whenever and wherever needed. This role serves as an extension of the General Manager, effectively communicating and executing the hotel's vision, priorities, and strategic initiatives while ensuring alignment across all operational departments. Job Description Leadership Philosophy The Director of Rooms must: Lead with accountability, urgency, and ownership. Create solutions rather than identify problems. Be highly visible and engaged with guests and team members. Build strong relationships across all departments. Develop future leaders through coaching, mentoring, and succession planning. Roll out and execute corporate initiatives with consistency and measurable results. Lead from the floor during peak demand periods, major events, operational challenges, and high-volume arrivals. Set clear expectations while creating an environment where team members feel empowered, valued, and supported. Essential Responsibilities Operational Leadership Provide strategic leadership and daily oversight of: Front Office Housekeeping Security Shuttle Operations Information Technology (IT) Ensure all departments consistently deliver: Outstanding guest experiences Safe and secure operations Brand compliance Financial accountability Operational excellence Maintain direct accountability for: Guest Satisfaction Scores (GSS) Medallia/Qualtrics performance Rooms Division profitability Labor management Service recovery Departmental productivity Employee engagement Strategic Planning & Execution Develop and execute departmental business plans aligned with hotel objectives. Translate the General Manager's vision into actionable goals and operational strategies. Identify operational risks and opportunities before they impact guest satisfaction or financial performance. Lead implementation of corporate initiatives, new programs, technology platforms, and operational standards. Establish measurable action plans with clear ownership and accountability. Monitor results and adjust strategies to achieve desired outcomes. KPI Management & Accountability Maintain ownership of key performance indicators including but not limited to: Front Office Guest Satisfaction Scores Travel Pass Enrollment Upsell Revenue Check-In Experience Scores Service Recovery Performance Arrival Readiness Housekeeping Cleanliness Scores Room Readiness by 3:00 PM Productivity Metrics Inspection Scores Guest Room Defects Lost & Found Compliance Security Incident Response Time Safety Compliance Key Control Risk Management Programs Workplace Safety Shuttle Operations On-Time Pickups and Departures Airline Crew Compliance Guest Transportation Satisfaction Vehicle Maintenance Compliance IT System Uptime Technology Support Response Times Guest Internet Performance Technology Project Implementation Regularly analyze trends and develop action plans to improve performance. Operational Communication & Leadership Rhythm Weekly Rooms Division Operations Meeting Conduct and lead a weekly operational meeting with: Front Office Leadership Housekeeping Leadership Security Leadership Engineering Leadership Shuttle Leadership IT Support Team Meeting objectives include: Review guest satisfaction trends Review operational KPIs Review labor performance Review upcoming groups and events Review airline crew arrivals and departures Discuss operational challenges Assign action items and accountability Communicate General Manager priorities and strategic direction Ensure all departments are prepared for upcoming business demands Meeting minutes, action plans, and deadlines must be documented and followed through. Executive Committee Collaboration Serve as a

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