Residence Inn Times Square - Operations Manager OEM

About the Role

The Operations Manager OEM is responsible for supervising back-of-the-house operating departments to ensure guest satisfaction and efficient hotel operations, particularly in the absence of the General Manager or Manager on Duty. This role focuses on routine operational tasks, supervising staff, and supporting hotel profitability through revenue generation, cost control, guest satisfaction, and associate development. The position may support multiple areas, including Housekeeping, Engineering/Maintenance, F&B, PBX, Bell staff, Front Office, and Banquets.

Exempt associates are expected to work as much of each workday as necessary to complete their job responsibilities. Overtime applies for OEM associates and is calculated accordingly.

Responsibilities

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with Aimbridge Hospitality standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including compliance with the dress code and wearing a nametag when working.
• Comply with and ensure adherence to Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Complete applicable certifications, such as Food Handlers, Alcohol Awareness, CPR, and First Aid.
• Supervise and support Engineering and Housekeeping departments to ensure efficient hotel operations in the absence of the General Manager.
• Use competencies from Aimbridge and brand training materials to develop skills across all operational departments.
• Work with Department Heads to understand each position and its impact on hotel operations.
• Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction.
• Follow up on empowerment successes and opportunities with the appropriate Department Head.
• Assist the General Manager with creating financial reports as required by the Corporate Office and meet all imposed deadlines.
• Participate in required Manager on Duty (M.O.D.) coverage as scheduled.
• Ensure training in service standards is taking place in each department using effective training steps.
• Assist the General Manager in recruiting, hiring, and training for Guest Services based on occupancy needs.
• Participate in weekly meetings with Front Desk to address oversell settings and react accordingly.
• Assist in creating a positive, team-oriented environment focused on guest satisfaction through employee development and motivation.
• Maintain compliance with Preventative Maintenance and Deep Cleaning Programs through inspections with the Housekeeping Manager and Property Engineer.
• Ensure employees are attentive, friendly, courteous, and efficient in interactions with guests and colleagues.
• Be familiar with Standard Operating Procedures (S.O.P.’s) in all Operations departments.
• Maintain professional working relationships and promote open communication with managers, employees, and other departments.
• Ensure fair and equitable treatment of all employees according to Aimbridge Hospitality S.O.P.’s.
• Complete required corporate training modules and become certified to train others as needed.
• Be prepared for potential relocation, as promotional opportunities may require moving to another property.
• Be present in public areas during peak times to greet guests and offer assistance.
• Maintain procedures for handling the hotel safe, with a focus on security.
• Attend all scheduled property meetings when on the schedule.

Qualifications

• At least 3 years of progressive experience in a Rooms or F&B department at a hotel, or a 4-year college degree and at least 1–2 years of experience in a Rooms or F&B department, or a 2-year college degree and at least 2 years of experience in a Rooms or F&B department.
• Previous supervisory experience required.
• Proficient in Windows Operating Systems.
• Able to evaluate and select among alternative courses of action quickly and accurately.
• Works well in stressful, high-pressure situations while maintaining composure and objectivity.
• Effective in handling workplace problems, including anticipating, preventing, identifying, and solving issues.
• Ability to assimilate complex information from disparate sources and adjust to meet specific needs.
• Strong listening skills, with the ability to understand, clarify, and resolve concerns raised by co-workers and guests.
• Ability to work with and understand financial information, data, and basic arithmetic functions.
• Clear and effective communication of information and ideas.

Benefits

After an initial waiting period, full-time employees are eligible for a competitive benefits package, including:

• Daily Pay option (ask your Recruiter for details).
• Medical, Dental, and Vision Coverage.
• Short-Term and Long-Term Disability Income.
• Term Life and AD&D Insurance.
• Paid Time Off.
• Employee Assistance Program.
• 401k Retirement Plan.

About the Property

Residence Inn Times Square provides an extended-stay workplace in the heart of Manhattan, offering suites with full kitchens, dining areas, and complimentary Wi-Fi. Team members support daily hot and cold breakfast service in the Bryant Park Lounge, as well as evening dining and drinks. The hotel’s central location allows guests to explore nearby Bryant Park, Rockefeller Center, Broadway theaters, and the Empire State Building. With meeting space for up to 100 guests and experienced event planners, the property attracts both leisure and business travelers. Pet-friendly accommodations add to the welcoming, residential feel.