Hotel Manager of Onboarding - Transitions
Sonesta Hotels
Orlando, FL US
Posted ago
Sonesta Hotels

The Hotel Manager of Onboarding - Transitions will work primarily with new hotel owners and franchisees, including change of ownership, with the process to open and successfully transition hotels from other brands, independent or new build properties into the Sonesta portfolio of brands. This process includes ensuring standards are in place, the hotel is visible and bookable across all channels, any PIP items due at the opening are addressed and complete, the property has access to and is properly trained in the relevant hotel systems, loyalty, and other key brand programs. 

In addition, the position is responsible for these and many other activation points, documentation, and compliance status, encompassing the successful opening and activation of a hotel into the Sonesta + RLH network.


Responsibilities include but are not limited to:


  • Primary responsibilities are to assist and help manage the onboarding process of converting existing branded, independent, or newly built properties from their former brand to a Sonesta branded property
  • Position works directly with the Senior Manager, Onboarding and Transitions, VP Franchise Operations, Lodging & Development associates, and other internal departments to ensure new projects open on time and within the framework and terms of their Franchise License Agreement
  • The position will work extensively with internal teams to orchestrate, manage, and communicate the overall onboarding process and bring hotels onto Sonesta's network of systems, processes, and standards successfully as strong representatives of the brands
  • Work with owners, on-site management, and third-party management companies of franchise properties, to ensure they properly represent the brand and are receiving the brand support committed by the company. Open properties on time, on brand, and with standards in place
  • You will help to continually develop and execute procedures for new builds transitions and openings as well as maintain tracking activities for purposes of ensuring all systems, documentation, and training are complete and submitted in a timely manner
  • Ensure all processes are followed and FLA’s are adhered to, including documentation, tracking, and activation within our active database
  • Cultivate relationships with franchise owners and managers of all franchise properties, so that they become brand ambassadors of our brands and reflect favorably on the onboarding processes and services of the franchise operations and onboarding teams
  • Oversee successful opening of new franchise hotels into the system to include integration of all operational, sales and marketing, distribution, and revenue management initiatives, as necessary for the new franchise hotels to operate as a Sonesta brand
  • Work with internal partners (Franchise Development, PIP, Plan Review, Brand, Franchise Performance Support, Technology, Sales, etc.) to ensure that the project plans are reflective of current business needs
  • Conduct onsite orientations as new franchise hotels come into the system
  • Educate on-site hotel teams about brands and operating standards, culture, sales and marketing initiatives, and revenue management tools
  • Foster positive hotel relationships through consistent on and off-site communication
  • Engage all internal departments and services prior to transitioning hotel to the respective brand
  • Monitor and maintain quantitative information regarding hotel service, product quality, and revenue/financial performance through brand quality assurance programs
  • Transition hotel to Franchise Service Managers and team members upon conclusion-completion and opening of the property

Financial Management

  • Understand, communicate, and facilitate the education of new franchise owners to our internal invoicing processes
  • Report and track onboarding costs and revenue with finance as required

Organizational Management

  • Support, comply, and promote company initiative, policies, and guidelines
  • Handle employee issues in a professional and timely manner, as applicable

Leading with Passion

  • Responsible for ensuring success through the eyes of employees, guests, and owners
  • Utilize and collaborate with resources across different departments and corporate office
  • Capable of influencing others to perform to their highest standard and establishing a trusting environment to enrich the culture
  • Focus on the mission and well-being of the department, hotel, and company as a whole
  • Lead by example and operate with integrity and respect 
  • Inspire to embrace and demonstrate our values and GUEST People Standards


  • 5+ years in GM-level hotel management or above property experience in a franchised environment
  • Prior onboarding experience preferred
  • Excellent verbal and written communication skills are essential with the ability to positively interact with persons at all levels of an organization
  • Organizational and informational management skills are essential
  • Ability to multi-task across multiple projects, timelines, team members, and owners. Excellent time management skills
  • Team-oriented and desirous of assisting others to achieve success
  • Flexibility and the ability to travel are vital
  • Thorough knowledge of computer systems: i.e. MS Excel, Word, PowerPoint, and electronic scheduling and e-mail systems
  • Hotel management experience required, preferably in upper-level positions in both operations and sales in mid-scale product environments
  • Ability to develop creative solutions and streamline job functions and decision-making
  • There are times when you may have to deal with an unhappy person; you do need to know how to deal professionally, courteously, and tactfully with the public and coworkers

$60,000 - $65,000
About Sonesta Hotels

Since its founding, Sonesta has built, owned, managed, and designed hotels throughout the world. Our mission has remained the same: to provide our guests an authentic quality experience and treat all who walk through our doors with integrity. We embrace our decades-long heritage of unrivaled service as we stay in tune with today’s traveler. And we do so with integrity and passion.

Today, Sonesta comprises more than 280 properties in 8 countries. We’re in many major U.S. destinations – Boston, Chicago, Hilton Head Island, New Orleans, Philadelphia, and San Francisco to name a few – and in some of the world’s most exotic locales, like St. Maarten, Peru, Chile, Colombia, Ecuador and Egypt. And our portfolio continues to grow with even more locations that will celebrate local cultures and reaffirm Sonesta's commitment to authenticity and genuine hospitality.

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