Operations Manager

Job description:

The Operations Manager at the Sheraton New York Times Square will be responsible for overseeing all property operations and ensuring that the highest levels of hospitality and service are provided. Furthermore, this role represents property management on overnight shift in resolving any guest or property related situation, manages situations, manages the flow of questions and directs guests within the lobby. The ideal candidate for this role, works well independently, has high attention to detail, and is great at critically thinking through situations.

Responsibilities:

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Ability to provide support within all Rooms operation (Housekeeping, Security, Engineering, Food & Beverage and Front Desk) departments as needed. Communicates any variations to the established norms to the appropriate department in a timely manner.
• Identifies all service deficiencies and contacts the appropriate department manager(s) to rectify the issue.
• Observes, records, and notifies any security issues and provide assistance during an emergency evacuation/procedure
  · Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Intervenes in any guest/team member situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and team member well-being is preserved.
• Empowers team members to provide excellent customer service.
• Provides immediate assistance to guests as requested.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Ensures team members understand customer service expectations and parameters.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Works closely with our 3rd party vendors to ensure they are providing a flawless guest experience and driving revenue and profit.
• Work closely with the various airlines to book and manage more distressed airline passengers.
• Monitor loading dock deliveries, with occasional pick up/drop offs at our off-site cargo storage.

Requirements:

• High School Diploma or GED required [CB1]
• FLSD certification required within 6 months of employment

• Previous Security experience preferred. At least two years of previous experience in a supervisory capacity in a related hotel position.

• Must have strong tact and communication skills, with the ability to build effective relationships with senior managers, team members and guests.
• Ideal candidate will possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast-paced environment.
• Strong skills for analysis and problem-solving.
• Ability to work effectively with minimum supervision
• Must work well in a stressful, high pressure situation
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
• Must be able to work with and understand financial information and data, and basic arithmetic functions
• Ability to exercise judgment in evaluating situations and in making sound decisions
• Organizational skills and attention to detail
• Excellent communication skills both written and oral.
• Proficient in the use of Microsoft Office
• Excellent time management
• Ability to multi-task and work in a fast-paced environment
• An aptitude for self-motivation
• A can-do attitude and a hands-on approach
• A flexible schedule that allows you to be available days, nights, holidays and weekends based on the demands of the hotel
• Ability to be mobile and on your feet for extended periods of hours, up to 8
• Ability to lift, push, pull 50 pounds

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
• MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
• MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
• MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
• For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

What we offer/What’s in it for you?

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members