PM Operations Manager
TWA Hotel New York, NY

The PM Operations Manager will report to the Hotel Manager and will be responsible for serving as the property Manager on Duty overseeing all property operations and ensuring that the highest levels of hospitality and service are provided. Furthermore, this role represents property management on the night shift in resolving any guest or property related situation and manages the flow of questions and directs guests within the lobby.  The ideal candidate for this role works well independently, has high attention to detail, and is great at critically thinking through situations.


Primary 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.

•Communicates any variations to the established norms to the appropriate department in a timely manner.

•Identifies all service deficiencies and contacts the appropriate department manager(s) to rectify the issue.

•Observes, records and notifies any security issues in conjunction with the security staff as well as provide assistance during an emergency evacuation/procedure

•Inspects 3rd party cleaning projects to ensure completion and provide direction as needed.

•Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.

•Intervenes in any guest/team member situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and team member well-being is preserved.

•Empowers team members to provide excellent customer service.

•Provides immediate assistance to guests as requested.

•Serves as a leader in displaying outstanding hospitality skills.

•Sets a positive example for guest relations.

•Responds to and handles guest problems and complaints.

•Ensures team members understand customer service expectations and parameters.


•Interacts with customers on a regular basis throughout the property to obtain feedback on the quality of product, service levels and overall satisfaction.

•Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.

•Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

•Works closely with our 3rd party vendors to ensure they are providing a flawless guest experience and driving revenue and profit.

•Work closely with the various airlines to book and manage more distressed airline passengers. 



•High School Diploma or GED required

•FLSD certification highly preferred

•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.

•The 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





About TWA Hotel

The TWA Hotel at John F. Kennedy International Airport in New York City is owned and operated by MCR, the sixth-largest hotel owner-operator in the United States with a $2.0 billion portfolio of 85 premium-branded hotels across 26 states and 67 cities, including 50 Marriott properties, 30 Hilton properties, and The High Line Hotel in downtown Manhattan. The company’s innovative approach to guest services and unparalleled attention to detail are redefining the hotel experience and earning recognition from publications including The New York Times, The Wall Street Journal, Condé Nast Traveler and Travel + Leisure. MCR is an equal opportunity employer of more than 2,500 associates and is dedicated to providing an integrity-driven, merit-based working environment. Consistently honored with excellence awards, the company was named one of the United States top owners in 2018 by Hotel Business. For more information on MCR, please visit  

The Company and its corporate affiliates are Equal Opportunity employers.  The Company and its affiliates do not discriminate on the basis of race, color, sex (including pregnancy and gender identity), religion, national origin, sexual orientation, transgender status, age, family or marital status, genetic information, military or veteran status, disability, or any other legally protected status, activity, or characteristic. 


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