Front Desk Manager

mcrhotels.com; New York (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

The Sheraton Times Square is seeking a Front Desk Manager to oversee all Front Desk operations and staff in New York City. You will guide service delivery, manage daily activities, and uphold a service-driven management philosophy to achieve guest satisfaction and financial goals.

Responsibilities include staffing, training, conflict resolution, and collaboration with departments to ensure seamless hotel operations.

Qualifications

• High school diploma or equivalent.
• 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred.
• Previous Front Office management experience is required.
• Excellent verbal and written English communication skills, second language helpful.
• Ability to access, retrieve, and leverage information from the hotel PMS system.
• Ability to multitask and prioritize.
• Excellent problem solving and creative thinking skills.
• Ability to maintain the confidentiality of information.
• Strong leadership and communication skills.
• Aptitude for self-motivation and a hands-on approach.
• Flexible schedule including days, nights, holidays, and weekends.

Responsibilities

• Encourage and build mutual trust, respect, and cooperation among team members.
• Develop goals and plans to prioritize, organize, and accomplish work.
• Handle complaints, settle disputes, and resolve grievances and conflicts.
• Participate in department meetings and communicate a clear message regarding Front Office goals.
• Observe staffing levels to ensure guest service, operational needs, and financial objectives are met.
• Support and train team members on policies to reduce bad debts and rebates.
• Promote same day selling procedures to maximize room revenue and occupancy.
• Understand the impact of Front Office operations on hotel success.
• Improve service by guiding and coaching team members as needed.
• Encourage team members to provide excellent customer service.
• Interact with guests to obtain feedback on product quality and service levels.
• Identify developmental needs of team and coach or mentor others.
• Lead and influence others through strong interpersonal communication.
• Advocate sound financial and business decision making.
• Demonstrate honesty and integrity and lead by example.
• Establish open, collaborative relationships with team members.
• Ensure recognition of team members across responsibilities.

Skills

Leadership

Communication

Problem solving

Multitasking

Time management

Education

High school diploma or equivalent

2-year degree in Hotel/Management or related

Tools

PMS system

Job description

Sheraton New York Times Square Hotel, 811 7th Avenue, New York City, New York, United States of America

The Sheraton Times Square

Front Desk Manager will be responsible for the management of all Front Desk functions and team members. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

Responsibilities:

• Encourage and building mutual trust, respect, and cooperation among team members
• Develop specific goals and plans to prioritize, organize, and accomplish work
• Handle complaints, settle disputes, and resolve grievances and conflicts
• Participate in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
• Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met
• Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates
• Promote same day selling procedures to maximize room revenue and occupancy
• Understand the impact of Front Office operations on the overall hotel success
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Encourage team members to provide excellent customer service within guidelines
• Interact with guests to obtain feedback on product quality and service levels
• Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills
• 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

Requirements:

• High school diploma or equivalent
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred
• Previous Front Office management experience is required
• Excellent verbal and written English communication skills, second language helpful
• Ability to access, retrieve, and leverage information from the hotel PMS system
• Ability to multitask and prioritize
• Excellent problem solving and creative thinking skills
• Ability to maintain the confidentiality of information
• Strong leadership and communication skills
• 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 to understand and clarify concerns from team members and guests

Our Company

• MCR is the3rd-largest hotel owner-operator in 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 of Fast 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

Sheraton New York Times Square Hotel, 811 7th Avenue, New York City, New York, United States of America