Operations Manager

MCR Hotels•New York City, NY

17d

About The Position

The Operations Manager is responsible for managing operations and delivering an excellent guest experience. The role forecasts, plans, and manages department orders, staffing, and finances, while maximizing sales and revenue through customer satisfaction and team member engagement. Responsibilities span food and beverage operations and hotel housekeeping, including supervising staff, maintaining service and cleanliness standards, managing supplies and schedules, and addressing guest concerns.

Requirements

Proven food and beverage management experience.
Working knowledge of computer software such as MS Office, restaurant management software, and POS systems.
Ability to identify and resolve problems efficiently.
Ability to delegate multiple tasks.
Communication and leadership skills.
Up-to-date knowledge of food and beverage trends and best practices.
Ability to manage personnel and meet financial targets.
Guest-oriented and service-minded.
High school diploma or equivalent.
Two years of experience in hotel housekeeping or a related field.
Effective verbal and written communication skills.
Effective listening skills to understand and clarify concerns from team members and guests.
Organizational skills and attention to detail.
Proficiency in Microsoft Office.
Excellent time management.
A can-do attitude and hands-on approach.
Flexible availability for days, nights, holidays, and weekends based on hotel demands.

Nice To Haves

Experience working in a labor-organized environment.

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 financial activities such as cash handling, deposit preparation, and payroll.
Supervise and participate in cleaning kitchen and dining areas.
Resolve customer complaints regarding food service and other guest concerns.
Control inventories of food, equipment, and liquor, and report shortages.
Purchase or requisition supplies and equipment needed to ensure quality and timely service.
Observe and evaluate workers and work procedures to ensure quality and service standards, and participate in disciplinary documentation.
Specify production and time sequences and workstation and equipment arrangements.
Forecast staffing, equipment, and supply requirements based on business demand.
Inspect supplies, equipment, and work areas for efficient service and conformance to standards.
Assign duties, responsibilities, and workstations to employees according to work requirements.
Analyze operational problems, such as theft and wastage, and establish procedures to address them.
Perform personnel actions, including hiring and firing, employee orientation, and training.
Create work schedules and organize employee timesheets.
Recommend improvements to work procedures and worker performance to increase service quality and job safety.
Record production, operational, and personnel data on specified forms.
Develop equipment maintenance schedules and arrange repairs.
Greet and seat guests, and present menus and wine lists.
Schedule parties and take reservations.
Present bills and accept payments.
Verify guest room status is communicated to the Front Desk in a timely and efficient manner.
Inspect guestrooms daily.
Use room-cleaning and prospective-check-out lists to prepare work assignments.
Inventory stock to ensure adequate supplies.
Supervise an effective inspection program for guestrooms and public spaces.
Understand the impact of department operations on overall hotel success.
Verify team members have proper supplies, equipment, and uniforms.
Communicate areas requiring attention to staff and follow up on completion.
Participate in departmental meetings and communicate departmental goals clearly and consistently.
Use 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 time and attendance.
Verify team members understand expectations and parameters.
Administer property policies fairly and consistently and complete disciplinary procedures and documentation according to SOPs and LSOPs.
Supervise staffing levels to meet guest housekeeping needs, operational needs, and financial objectives.
Observe team member behavior and provide feedback.
Participate in an ongoing team member recognition program.
Solicit team member feedback, use an open-door policy, and review satisfaction results to identify and address concerns.
Participate in developing and implementing corrective action plans to improve guest satisfaction.
Emphasize guest satisfaction in departmental meetings and focus on continuous improvement.
Perform other duties as assigned.