Job Description

Sheraton New York Times Square Hotel
The Overnight Front Office Manager will be responsible for the management of all Front Office functions and team members during the overnight shift. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members while ensuring a smooth overnight operation and successful transition into the next business day.

Responsibilities:

• Encourage and build mutual trust, respect, and cooperation among team members.
• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Participate in department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
• Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates.
• Promote same-day selling procedures to maximize room revenue and occupancy.
• Understand the impact of Front Office operations on the overall hotel success.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Encourage team members to provide excellent customer service within guidelines.
• Interact with guests to obtain feedback on product quality and service levels.
• Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills.
• Utilize interpersonal and communication skills to lead, influence, and encourage others.
• Advocate sound financial and business decision making.
• Demonstrate honesty and integrity and lead by example.
• Establish and maintain open, collaborative relationships with team members.
• Ensure recognition of team members is taking place across areas of responsibility.
• Oversee all overnight Front Office operations, ensuring a smooth and efficient shift.
• Ensure the successful completion of the Night Audit process and resolve any audit-related issues.
• Review, prepare, and distribute all required nightly operational and financial reports.
• Monitor daily arrivals, departures, room inventory, and house status to ensure operational readiness for the morning shift.
• Serve as the Manager on Duty (MOD) during overnight hours, responding to guest concerns and emergency situations.
• Partner with Security and Engineering to resolve overnight incidents and maintain a safe environment.
• Complete detailed shift recap reports and communicate all significant operational updates to the morning leadership team.
• Support emergency response procedures and crisis management during overnight operations.
• Ensure all overnight guest arrivals, departures, and requests are handled efficiently while maintaining exceptional guest service.
• Ensure all overnight operational checklists are completed and any outstanding issues are properly documented and communicated to the morning leadership team.
• Coordinate with Housekeeping, Engineering, Security, and other departments to ensure a smooth transition into the morning operation.

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