Director, Front Desk

Mcr-Hotels; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

The Lexington Hotel NYC is seeking a Director of the Front Desk to lead all front office functions, guiding managers and staff to deliver outstanding guest service while optimizing department financial performance.

Responsibilities include setting performance expectations, managing staffing, and maintaining high standards of operation. The role requires a proven front office leadership background, strong communication, and a hands-on, proactive approach to service excellence.

Qualifications

• Previous Front Office Director experience is required.
• At least 6 years of progressive experience in a hotel or 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 self-motivation.
• A flexible schedule that includes days, nights, holidays and weekends.

Responsibilities

• Lead and direct front office operations and team members.
• Oversee guest check-in/check-out procedures and satisfaction programs.
• Drive revenue and monitor department budgets and performance.
• Communicate goals and monitor progress with team.
• Conduct department meetings and align with SOPs/LSOPs.
• Manage staffing levels to meet guest service and financial objectives.
• Resolve guest problems and coach staff for continuous improvement.
• Ensure compliant with front office policies and standards.

Skills

Front Office leadership

Effective communication

Multitasking

Problem solving

Diplomacy

Team motivation

Confidentiality

Strong computer skills

Customer service

Education

4-year college degree

Job description

Location: The Lexington Hotel NYC

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