Operations Manager

Sheraton New York Times Square

The Operations Manager will be responsible for managing all operations and delivering an excellent guest experience. The Operations Manager will forecast, plan, and manage all department orders, staff, and finance. This person will maximize sales and revenue through customer satisfaction and team member engagement.

Responsibilities:

•Train workers in food preparation, and in service, sanitation, and safety procedures

•Compile and balance cash receipts at the end of the day or shift

•Perform various financial activities such as cash handling, deposit preparation, and payroll

•Supervise and participate in kitchen and dining area cleaning activities

•Resolve customer complaints regarding food service

•Control inventories of food, equipment, and liquor, and report shortages to designated personnel

•Purchase or requisition supplies and equipment needed to ensure quality and timely delivery of services

•Observe and evaluate workers and work procedures to ensure quality standards and service, and participate in disciplinary documentations

•Specify production and time sequences and workstation and equipment arrangements

•Forecast staff, equipment, and supply requirements based on business demand

•Inspect supplies, equipment, and work areas to ensure efficient service and conformance to standards

•Assign duties, responsibilities, and workstations to employees in accordance with work requirements

•Analyze operational problems, such as theft and wastage, and establish procedures to alleviate these problems

•Perform personnel actions, such as hiring and firing staff, providing employee orientation, training

•Conduct supervisory activities, such as creating work schedules or organizing employee timesheets

•Recommend measures for improving work procedures and worker performance to increase service quality and enhance job safety

•Record production, operational, and personnel data on specified forms

•Develop equipment maintenance schedules and arrange for repairs

•Greet and seat guests, and present menus and wine lists

•Schedule parties and take reservations

•Present bills and accept payments

•Resolve customer complaints

•Develop equipment maintenance schedules and arrange for repairs

Requirements:

•Proven food and beverage management experience

•Working knowledge of various computer software programs (MS Office, restaurant management software, POS)

•Ability to spot and resolve problems efficiently

•Mastery in delegating multiple tasks

•Communication and leadership skills

•Up to date with food and beverages trends and best practices

•Ability to manage personnel and meet financial targets

•Guest-oriented and service-minded

Responsibilities:

•Verify that guest room status is communicated to the Front Desk in a timely and efficient manner

•Inspect guestrooms daily

•Utilize a list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments

•Inventory stock to ensure adequate supplies

•Supervise an effective inspection program for all guestrooms and public space

•Understand the impact of department’s operations on the overall hotel success

•Verify all team members have proper supplies, equipment, and uniforms

•Communicate areas that need attention to staff and follows up to ensure completion

•Participate in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results

•Use all available on the job training tools to train new Room Attendants and provide follow-up training as needed

•Establish and maintain open, collaborative relationships with team members

•Participate in scheduling team members to business demands and tracking team members time and attendance

•Verify team members understand expectations and parameters

•Administer property policies fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)

•Supervise staffing levels to ensure that guest housekeeping, operational needs, and financial objectives are met

•Observe behaviors of team members and provide feedback to individuals

•Participate in an on-going team member recognition program

•Solicit team member feedback, utilizes an “open door” policy, and reviews team member satisfaction results to identify and address problems or concerns

•Participate in the development and implementation of corrective action plans to improve guest satisfaction

•Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement

•Respond to and handle guest problems and complaints

•Other duties as assigned

Requirements:

•High school diploma or equivalent

•2 years’ experience in hotel housekeeping or related field

•Effective communication both verbally and written

•Effective listening skills to understand and clarify concerns from team and guests

•Experience working in a labor organized environment preferred

•Organizational skills and attention to detail

•Proficient in the use of Microsoft Office

•Excellent time management

•A can-do attitude and a hands-on approach

•A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel

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