Job Description Summary
We are seeking a Brand Manager to lead the development, delivery, and support of distinctive guest experiences and programs across some of the core brands. This role will play a critical part in driving brand consistency and excellence by activating elements of the guest journey, including brand programs, operational supplies & equipment (OS&E), service culture, and more.
As a Brand Manager, your work will support the activation of innovative guest experience programs at hotels across some of the core brands within the portfolio, while aligning with our franchise and managed operations teams, design, procurement, and strategy departments. You will take ownership of program lifecycle management, initial pilot activations, and ongoing refinement for specific brands or groups within the portfolio.
This position is located onsite at our Newton Headquarters 3 days per week and 2 days remote, or fully remote.
Job Description
Key Responsibilities:
Guest Experience Activation:
- Develop and execute strategies to elevate elements of the guest journey.
- Oversee pilots and activations for service programs, OS&E initiatives, and technology tools.
Brand Standards and Lifecycle Management:
- Write and maintain detailed brand standards to ensure consistency across the portfolio.
- Provide lifecycle support for guest experience programs, from concept to implementation and beyond.
Performance Measurement and Reporting:
- Monitor guest satisfaction through platforms such as Medallia and JD Power.
- Analyze guest feedback, share reporting, and make actionable recommendations to enhance experiences and drive brand performance.
Project Management:
- Lead or support project management efforts for guest journey activations and quality assurance program execution.
- Manage logistics planning and execution for brand-related initiatives.
Cross-Functional Collaboration:
- Partner with internal teams and external stakeholders to ensure alignment across brand initiatives.
- Act as a key liaison with franchise and managed operations teams to support and ensure the successful rollout of brand programs.
Qualifications & Skills:
- To be considered, direct experience in the hotel/hospitality industry, with a brand, franchise or multi-property management company, in a corporate environment, is required.
- Minimum 5+ years of experience in brand management, hospitality operations, or guest experience design, with a focus on multi-brand portfolios or similar environments.
- College degree with a concentration in brand management, brand marketing, hospitality or related field preferred
- Proven experience as a brand business leader (E.g. specialist or brand manager) with P&L and project launch responsibility for brand initiatives or programs, within a guest experience, brand, procurement, program management or strategy team
- Must be able to manage multiple projects at once, with proven examples and experiences of complex project management efforts
- Proficiency in using Microsoft 365
- Proficiency in reviewing data analytics, with third-party software such as Medallia or directly via export in Excel or Tableau
- Strong relationship development, listening and networking skills
Additional Job Information/Anticipated
Pay Range
The anticipated pay range for this role is $95,000 - $110,000/annual, depending on skills and qualifications.
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.
