Director, Front Desk

MCR Hotels; New York (NY); On-site; USD 90,000 - 115,000; Full time

Job summary

An established industry player is seeking a Director of the Front Desk to oversee all front office functions. This pivotal role involves leading a dedicated team to enhance guest experiences while maximizing financial performance. The ideal candidate will possess strong leadership skills, effective communication abilities, and a proven track record in hotel management. Join a dynamic environment where your contributions will directly impact guest satisfaction and operational success. If you are driven, proactive, and passionate about hospitality, this opportunity is perfect for you.

Benefits

Hotel Discounts

Weekly Pay

Paid Time Off

Retirement Options

Referral Bonuses

Career Advancement

Health Insurance

Dental Insurance

Vision Insurance

Qualifications

• 6+ years of progressive experience in a hotel or related field.
• Strong leadership and interpersonal skills are essential.

Responsibilities

• Lead front desk operations and team members to enhance guest satisfaction.
• Manage department expenses and ensure compliance with policies.

Skills

Leadership

Communication

Problem Solving

Multitasking

Education

4-year college degree

Tools

Hotel Management Software

Microsoft Office Suite

Job description

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The Director of the Front Desk will be responsible for all front office functions and team members. As a department head this role directs and works with managers and team members to successfully execute all front desk operations, including guest front and departure procedures while striving to continually improve guest and team member satisfaction and maximize financial performance of the department.

Responsibilities

Utilize interpersonal and communication skills to lead, influence, and encourage others

Advocate sound financial and business decision making

Demonstrate honesty and integrity, lead by example

Establish and maintain open, collaborative relationships with team members

Ensure recognition of team members is taking place across areas of responsibility

Communicate performance expectations in accordance with job descriptions for each position and monitor progress

Achieve and exceed goals including performance goals, budget goals, team goals, etc.

Develop specific goals and plan to prioritize, organize, and accomplish them

Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results

Conduct and lead department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results

Review staffing levels to ensure that guest service, operational needs and financial objectives are met

Understands the impact of Front Office operations on the overall hotel success

Manage department controllable expenses to achieve or exceed budgeted goals

Ensure compliance with all Front Office policies, standards, and procedures

Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs)

Provide services that are above and beyond for customer satisfaction and retention

Act as the Service Champion for the Front Office and create a positive atmosphere

Empower team members to provide excellent customer service

Review comment cards, guest satisfaction results, and other data to identify areas of improvement

Respond to and handle guest problems and complaints

Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills

Ensure team members are treated fairly and equitably

Manage team member progressive discipline procedures for Front Office Staff

Interview and hire supervisors and team members with the appropriate skills in a timely manner to meet the business needs of the operation

Attend facilitate all hotel required meetings and trainings

Requirements

Previous Front Office Director experience is required

At least 6 years of progressive experience in a hotel or a related field preferred

4-year college degree preferred

Effective communication skills both verbally and written

Ability to multitask and prioritize

Excellent problem solving and diplomacy

Ability to maintain confidentiality of information

Strong leadership skills and an aptitude for self-motivation

A can-do attitude and a hands-on approach

Strong computer skills

A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel

Effective listening skills and understanding in concerns raised by both team and guests

Our Company

• MCR is the3rd-largest hotel owner-operatorin 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 portfolioof148 premium-branded hotelscontaining more than 22,000 guestrooms across37 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 namedone ofFast Companys 10 Most Innovative Travel Companies of 2020.
• MCR is a three-time recipient of theMarriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of theHilton Legacy Award for Top Performer.
• For the TWA Hotel at New Yorks JFK Airport, MCR won theDevelopment 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/Whats 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
  
  

Required

Preferred

Job Industries

• Other

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Real Estate and Equipment Rental Services

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