Director of Operations

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

Great hospitality is powered by strong leadership, seamless operations, and teams that genuinely care about the guest experience. As the Director of Operations, you’ll oversee day-to-day hotel operations while helping drive guest satisfaction, operational excellence, team engagement, and overall property performance.

This role is perfect for someone who thrives in a fast-paced hospitality environment and enjoys balancing leadership, guest experience, operational strategy, and team development.

You’ll partner closely with department leaders across Front Office, Housekeeping, Food & Beverage, Engineering, and Security to help ensure the hotel operates smoothly while delivering memorable stays for every guest.

If you’re service-driven, collaborative, and passionate about hospitality leadership — we’d love to meet you.

What you’ll be doing

• Oversee daily hotel operations across Front Office, Housekeeping, Food & Beverage, Engineering, guest services, and operational departments. • Lead and support hotel teams to deliver exceptional guest service, operational consistency, and memorable hospitality experiences. • Partner closely with department leaders to support staffing, scheduling, onboarding, training, employee engagement, and operational performance initiatives. • Monitor guest satisfaction, online reputation, operational KPIs, service recovery opportunities, and hotel performance metrics to drive continuous improvement. • Support budgeting, forecasting, labor management, inventory control, operational planning, and cost management initiatives. • Partner with Sales, Revenue Management, and Operations teams to maximize occupancy, guest satisfaction, and commercial performance. • Respond quickly and professionally to guest concerns, operational challenges, and escalated service situations. • Ensure compliance with hotel operational standards, brand expectations, OSHA regulations, food safety requirements, safety procedures, and company policies. • Support VIP arrivals, group business, conferences, weddings, events, and special operational projects to ensure seamless execution. • Conduct operational walkthroughs, inspections, and quality assurance reviews across hotel departments and guest-facing spaces. • Maintain strong knowledge of PMS systems, operational reporting tools, hospitality technology, and hotel operational procedures. • Help foster a welcoming, collaborative, and guest-focused culture aligned with Sonesta’s People People philosophy. • Any other duties as assigned.