Senior Manager Sheraton Community

JOB SUMMARY

 

The Community Manager is the principle orchestrator and welcoming face of the Sheraton public space which offers features and services for guests that are uniquely Sheraton – ultimately fostering guest productivity, connectivity, and a sense of community. This role activates key Sheraton public space proof points and programming including the Community Table, Studios, Booths and the Coffee Bar&More which enable guest productivity and connectivity and foster a sense of community, delivering on the Sheraton experience. The Community Manager works to facilitate peak performance and achievement of guest work goals while staying with us by ensuring guests are connected with tech support, can procure work space, have food & beverage needs met, and any other ad-hoc requests through seamless coordination with other departments and functions. This role also facilitates connectivity between guests and the local community by forming and managing partnerships with local businesses and organizing lobby events that promote the learning and growth of our guests. The Community Manager drives profitability in the transformed Sheraton public space and is empowered to use their discretion to elevate and deliver personalized guest service with a community mindset – critically important as a core value of the Sheraton brand.

 

CANDIDATE PROFILE 

 

Education and Experience 

• High school diploma or GED; 5 years’ experience in the guest services, front desk, sales and marketing, or related professional area.

OR

• 2-year degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, Hospitality or related major; 3 years’ experience in the guest services, front desk, or related professional area.

 

CORE WORK ACTIVITIES 

 

Community Manager Function Leader

• Leads the Community Manager team as the senior most associate in the Community Manager role which is a brand proof point.

• Trains team on the Community Manager role and promotes awareness of key relationships and resources needed to elevate the guest experience in the Sheraton public space.

• Keeps employees informed regarding new operational procedures, standards, or programs for the property as well as the those specific to feature and programming for the public space.

• Manages budget for the Community Manager function.

• Creates and manages Community Manager function schedule and monitor hours.

• Promotes teamwork and employee morale in keeping with Sheraton’s Community Mindset.

• Encourages employee relations amongst the Community Manager team through gifts, parties, outings.

• Creates incentives that will promote better service and programming in the public space and profit for the property.

• Promotes participation in property safety-related programs.

• Verifies that all employees have knowledge of emergency procedures.

 

Maintaining Public Space Goals 

• Activates key branded public space proof points that deliver on the Sheraton experience.

• Manages public space operations, particularly around on-strategy branded proof points, maintaining quality and standards on a daily basis.

• In support of the brand vision for public space and core value of Community, develops specific public space goals and plans to prioritize, organize, and accomplish work in support of those goals.

• Contributes to critical components of operations to drive guest satisfaction and the desired financial results.

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement for the public space.

 

Enabling Guest Productivity

• Works to maximize guest productivity by providing meeting spaces, business services and an atmosphere conducive to guest success.

• Identifies and implements strategies and tactics for creating and maintaining an atmosphere conducive to customer productivity and success and implements strategies for the property or specific tactics on a guest-by-guest basis.

• Develops staffing plans and executes against them to provide public space coverage that enables customer productivity through space, technology, and business services by having a continual presence in the public space, including awareness of onsite VIP and in-house groups.

• Manages the Sheraton Studio spaces and monitors for proper set up at the start of meetings, attendee awareness of how the studios work and overall attendee satisfaction during bookings.

• Orchestrates public space services with key on property partners and departments to