Director, Front Desk

mcrhotels.com; New York (NY); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Director of the Front Desk to oversee all front office functions. This pivotal role involves leading a team to ensure exceptional guest experiences while optimizing operational efficiency and financial performance. The ideal candidate will possess strong leadership and communication skills, with a proven track record in hotel management. Join a company that values innovation and teamwork, offering competitive pay, benefits, and opportunities for growth in a thriving environment.

Benefits

Weekly Pay

Paid Time Off

Retirement Options

Health Insurance

Dental Insurance

Vision Insurance

Qualifications

• Previous experience as Front Office Director is required.
• Strong leadership and communication skills are essential.

Responsibilities

• Lead front desk operations and enhance guest satisfaction.
• Manage department expenses and staffing levels effectively.

Skills

Leadership Skills

Communication Skills

Problem-Solving Skills

Multitasking

Customer Service

Education

Bachelor's Degree in Hospitality Management

6+ years of hotel experience

Job description

511 Lexington Avenue at E 48th St, New York, NY 10017, USA

Job Description

Posted Thursday, May 8, 2025 at 4:00 AM

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 collaborates with managers and team members to successfully execute all front desk operations, including guest check-in and check-out procedures, while striving to continually improve guest and team member satisfaction and maximize the department's financial performance.

Responsibilities:

1. Utilize interpersonal and communication skills to lead, influence, and encourage others.
2. Advocate sound financial and business decision-making.
3. Demonstrate honesty and integrity, leading by example.
4. Establish and maintain open, collaborative relationships with team members.
5. Ensure recognition of team members across all areas of responsibility.
6. Communicate performance expectations according to job descriptions and monitor progress.
7. Achieve and exceed goals, including performance, budget, and team goals.
8. Develop specific goals and plans to prioritize, organize, and accomplish them.
9. Keep the Front Office team focused on key operational components to enhance guest satisfaction and financial results.
10. Conduct and lead department meetings, consistently communicating goals to produce desired results.
11. Review staffing levels to meet guest service, operational, and financial needs.
12. Understand the impact of Front Office operations on overall hotel success.
13. Manage department controllable expenses to meet or exceed budgeted goals.
14. Ensure compliance with all policies, standards, and procedures.
15. Administer property policies fairly and consistently, completing disciplinary procedures and documentation as per SOPs and LSOPs.
16. Provide services that exceed customer expectations for satisfaction and retention.
17. Act as the “Service Champion” for the Front Office, fostering a positive atmosphere.
18. Empower team members to deliver excellent customer service.
19. Review guest feedback and satisfaction data to identify areas for improvement.
20. Respond to and resolve guest problems and complaints.
21. Identify developmental needs of team members and coach or mentor to improve skills.
22. Ensure fair and equitable treatment of team members.
23. Manage disciplinary procedures for Front Office staff.
24. Interview and hire qualified supervisors and team members promptly.
25. Attend all required hotel meetings and training sessions.

Requirements:

1. Previous Front Office Director experience is required.
2. At least 6 years of progressive experience in a hotel or related field preferred.
3. Effective verbal and written communication skills.
4. Ability to multitask and prioritize effectively.
5. Excellent problem-solving and diplomatic skills.
6. Ability to maintain confidentiality.
7. Strong leadership skills and self-motivation.
8. A proactive, hands-on approach with a positive attitude.
9. Flexible schedule including days, nights, holidays, and weekends as needed.
10. Effective listening skills and the ability to address concerns of both team and guests.

Our Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, with offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR manages a $5.0 billion portfolio of 148 premium-branded hotels with over 22,000 guestrooms across 37 states and 106 cities.
• Employs more than 7,000 team members nationwide, operating hotels under 9 Marriott brands, 8 Hilton brands, and independent hotels.
• Recognized as one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
• Recipient of multiple awards including the Marriott Partnership Circle Award and Hilton Legacy Award.

What We Offer / What's in It for You?

• Weekly Pay
• Paid Time Off
• Retirement Options
• Health, Dental, Vision Insurance (available after 30 days for full-time team members)