Job Description Summary

The Onboarding Specialist will work primarily with the Onboarding and Transitions teams as well as new hotel owners and franchisees. Reporting to the Director, Onboarding & Transitions, the position will support and help execute on the steps and processes to effectively and efficiently on board newly executed hotel deals as well as change of ownerships, brand transitions and new build projects.

The Onboarding Specialist will assist in the successful transition of hotels from other brands, independent or new build properties into the Sonesta Corporation portfolio of brands. This process includes updating the CRM and contract notes, issuing and following up on owner required paperwork, ensuring Brand standards are in place, and the hotel is visible and bookable across all channels. There will be work processes pre-opening and follow up required post-opening before handoff to the Franchise Support team.

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

Job Description

Strategy/Planning

Responsibilities include but are not limited to:

• Primary responsibilities are to assist and help the onboarding team with the processes of converting existing branded, independent, or new built properties from their former brand to a Sonesta or RLH branded property, including but not limited to the following tasks.

o Co-Ordination of Introductory call between Owners and the Onboarding Team for newly announced properties.

o Co-Ordination of Introductory call between Owners, AD&C project manager and Onboarding Manager.

o Provide and follow up on completion of all Onboarding Paperwork by owners.

o Provide credentials to Access Point (Brand Extranet) for all new owners and property team members.

o Introducing New Properties to Sonesta Training team, follow up with training team to ensure completion of Brand and Travel Pass training prior to opening.

o Entering Onboarding tickets into AYS and Asana

o Co-Ordination of Introductory call with Travel Pass team.

o Co-Ordinate Travel Pass Collateral sent to the property prior to opening.

o Dynamics Administrative Updates - contract notes, EOC dates, ownership & GM information, uploading of onboarding documents.

o Update the PIP tracker within Dynamics.

o Ticketing/Tracking of ACH completion for opening

o Follow up on OTA activations once a property is live, collaborate with the Distribution department to troubleshoot any issues.

o Completion of all processes pertaining to a Change of Ownership.

o Prepare Monthly Onboarding Billing Review.

o Prepare Weekly notes/reporting.

o Travel Pass enrollment emails.

• Position works directly with the Director and Manager(s), Onboarding and Transitions, VP Franchise Operations, Lodging & Development associates, legal and other internal departments to ensure new projects open on time and within the framework and terms of their Franchise License Agreement.

• Position will work extensively with internal teams to facilitate and support the overall onboarding process and bring hotels onto Sonesta 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.

• You will help to continually develop and execute procedures for new builds, transitions and openings as well as maintain tracking activities for the purpose of ensuring all systems, documentation and training is 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.

• Support 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.

• Where necessary, 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 respective brand.

• Transition hotel to Franchise Service Managers and team members upon conclusion-completion and opening of property.

Financial Management

• Understand, communicate, and facilitate the education of new franchise owners to our internal invoicing processes.

Organizational Management

• Support, comply and promote company initiative, policies, and guidelines.

• Handle employee issues in a professional and timely manner, as applicable.

Execute 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

• 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

Additional Job Information/Anticipated

Pay Range

Requirements

• 3+ 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.

• Ability to travel if required.

• Thorough knowledge of computer systems: i.e. MS Excel, Word, PowerPoint, and electronic scheduling and e-mail systems. CRM experience preferred but not required.

Pay range: $58,500 to $65,000. Base pay offer may vary depending on various factors, including but not limited to job related knowledge, skills and job specific/overall experience.

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


• Hospital Indemnity


• Critical Illness Insurance


• Accident Insurance

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.