Operations Manager

MCR • New York, NY

18d • $85,000 - $95,000 • Onsite

About The Position

The Operations Manager at Sheraton New York Times Square manages operations and delivers an excellent guest experience. The role forecasts, plans, and manages department orders, staffing, and finances, and works to maximize sales and revenue through customer satisfaction and team member engagement.

The position includes food and beverage operational duties as well as housekeeping oversight. The Operations Manager oversees service, sanitation, safety, inventory, purchasing, cash handling, payroll, scheduling, staffing, training, performance, and equipment maintenance. The role also supports guest-facing activities and ensures guest room status, guestroom inspections, housekeeping supplies, and service quality are managed effectively. The manager works with team members to address guest concerns, meet operational and financial objectives, and improve guest satisfaction.

Requirements

• Proven food and beverage management experience.
• Working knowledge of computer software, including 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 approach.
• 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.
• 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 kitchen and dining area cleaning activities.
• Resolve customer complaints regarding food service and other guest problems or complaints.
• Control inventories of food, equipment, liquor, and housekeeping stock; report shortages and ensure adequate supplies.
• Purchase or requisition supplies and equipment needed for quality, timely service.
• Observe and evaluate workers and work procedures to ensure quality standards; participate in disciplinary documentation.
• Specify production and time sequences and workstation and equipment arrangements.
• Forecast staff, equipment, and supply requirements based on business demand.
• Inspect supplies, equipment, work areas, guestrooms, and public spaces to ensure efficient service and conformance to standards.
• Assign duties, responsibilities, and workstations in accordance with work requirements.
• Analyze operational problems such as theft and wastage and establish procedures to address them.
• Perform personnel actions, including hiring, firing, orientation, and training.
• Create work schedules, organize employee timesheets, and participate in scheduling and tracking time and attendance according to business demands.
• Recommend measures to improve work procedures, worker performance, service quality, and job safety.
• Record production, operational, and personnel data on specified forms.
• Develop equipment maintenance schedules and arrange for repairs.
• Greet and seat guests, present menus and wine lists, schedule parties, take reservations, present bills, and accept payments.
• Communicate guest room status to the Front Desk promptly and efficiently.
• Use room-cleaning and prospective check-out lists to prepare work assignments.
• Verify team members have proper supplies, equipment, and uniforms; communicate areas needing attention and follow up on completion.
• Participate in departmental meetings and communicate departmental goals consistently.
• Use 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; verify they understand expectations and parameters.
• Administer property policies fairly and consistently and ensure disciplinary procedures and documentation follow applicable 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 team member recognition and solicit feedback to identify and address concerns.
• Participate in corrective action plans to improve guest satisfaction and emphasize guest satisfaction and continuous improvement in departmental meetings.
• Perform other duties as assigned.

Benefits

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health insurance available after 30 days of employment for full-time team members
• Dental insurance available after 30 days of employment for full-time team members
• Vision insurance available after 30 days of employment for full-time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED