Director, Front Desk

MCR Hotels; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

A leading company in the hotel industry seeks a Director of the Front Desk for the TWA Hotel in New York City. The role involves overseeing front office functions, enhancing guest satisfaction, and managing a team to ensure operational excellence. The ideal candidate will possess strong leadership skills, effective communication abilities, and a proven track record in hotel management.

Benefits

Weekly Pay

Paid Time Off

Retirement Options

Health, Dental, Vision Insurance

Qualifications

• 6+ years of progressive experience in a hotel or related field preferred.
• Strong leadership skills and a hands-on approach.
• Ability to maintain confidentiality of information.

Responsibilities

• Direct front office operations and team leadership.
• Maximize financial performance and enhance guest satisfaction.
• Ensure compliance with policies and standards.

Skills

Effective communication

Multitasking

Problem solving

Leadership

Interpersonal skills

Education

Previous Front Office Director experience

Experience in hotel or related field (minimum 6 years)

Job description

TWA Hotel, Jamaica, New York, United States of America

Job Description

Posted Friday, April 4, 2025 at 5:00 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 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

•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

•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 Company’s 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 York’s 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/What’s in it for you?

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

TWA Hotel, Jamaica, New York, United States of America