Job description

The Senior Operations Manager at the Royalton, reporting directly to the Hotel Manager, assumes a pivotal leadership role in the comprehensive management and coordination of day-to-day tasks encompassing all facets of operations at Royalton Hotel. With a primary focus on Housekeeping and Front Desk Operations, this influential individual not only oversees the smooth functioning of various departments but also provides guidance and support to the Operations Managers, ensuring cohesive teamwork and exceptional guest experiences throughout the hotel.

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.
• Assist with invoices, ordering and payroll and accounting responsibilities.
• Implements proactive measures to promptly manage Guest Ledgers, Accounts Receivable, outstanding balances, Tax Reporting, and resolves any billing discrepancies with utmost efficiency.
• Manage guests’ concerns and requirements in a professional and timely manner.
• Efficiently spearheading the fulfillment of the housekeeping department's requirements while consistently ensuring our rooms meet the highest standards to create an exceptional guest experience.
• See that inspection program is consistently maintained.
• Understand the impact of the department’s operations and the overall property financial goals and objectives and manages to achieve or exceed goals.
• Assure all safety and security policies and procedures are followed.
• Provide strong lobby presence to assist front desk agents and guests. · Participate in M.O.D. coverage as required.
• Coordinate and track time off requests for associates (vacation/sick/personal).
• Track and analyze data as requested by senior leadership of labor hours, supply costs, inventories, etc.
• Participate in department daily stand up and attend management daily operations meeting.
• Assist with coordinating periodic associate trainings.
• Participate in management meetings and projects as needed.
• Understand, communicate, implement, and adhere to all Company and Hotel policies & procedures
• Support and promote all hotel and company programs, policies and procedures.
• Entrusted with the strategic leadership of Operations Managers, offering continuous mentorship, support, and guidance to enhance performance and operational excellence
• Expected to excel in proactive overtime management, implementing strategic planning and foresight to preemptively mitigate the necessity of overtime, thereby ensuring efficient workforce utilization

Requirements:

• High School Diploma or GED required
• Certificate of Fitness for Fire Life Safety Director (T-89) possession is preferred and will be required for this role.
• 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 have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the particular need
• 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.

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