Director, Front Desk

MCR • New York, NY

3d • $125,000 - $135,000 • Onsite

About The Position

The Director of the Front Desk leads all front office functions and team members at The Lexington Hotel NYC. As a department head, this role directs and works with managers and team members to execute front desk operations, including guest arrival and departure procedures, while continually improving guest and team member satisfaction and maximizing the department’s financial performance.

The Director leads, develops, and supports the Front Office team; sets and monitors performance expectations; plans and prioritizes department goals; and oversees staffing, expenses, policies, and procedures. The role champions guest service, addresses guest concerns, reviews satisfaction data to identify improvements, and supports hiring, recognition, training, and progressive discipline. The Director also attends and facilitates required hotel meetings and training.

Requirements

• Previous Front Office Director experience is required.
• Effective verbal and written communication skills.
• Ability to multitask and prioritize.
• Excellent problem-solving and diplomacy skills.
• Ability to maintain confidentiality of information.
• Strong leadership skills and aptitude for self-motivation.
• A can-do attitude and hands-on approach.
• Strong computer skills.
• Flexible availability for days, nights, holidays, and weekends based on hotel demands.
• Effective listening skills and ability to understand concerns raised by team members and guests.

Nice To Haves

• At least 6 years of progressive experience in a hotel or related field preferred.
• Four-year college degree preferred.

Responsibilities

• Lead, influence, and encourage others using interpersonal and communication skills; demonstrate honesty, integrity, and sound business judgment.
• Establish open, collaborative relationships with team members and ensure team member recognition across areas of responsibility.
• Communicate position-specific performance expectations and monitor progress toward performance, budget, and team goals.
• Develop goals and plans to prioritize, organize, and accomplish department objectives.
• Keep the Front Office team focused on operational priorities that support guest satisfaction and financial results; conduct department meetings and communicate goals consistently.
• Review staffing levels to meet guest service, operational, and financial needs.
• Manage controllable department expenses to achieve or exceed budgeted goals and understand the impact of Front Office operations on overall hotel success.
• Ensure compliance with Front Office policies, standards, and procedures, and administer property policies and progressive discipline fairly and consistently, completing required documentation according to SOPs and LSOPs.
• Champion Front Office service, create a positive atmosphere, empower team members to provide excellent customer service, and provide service that supports guest satisfaction and retention.
• Review comment cards, guest satisfaction results, and other data to identify areas for improvement; respond to and handle guest problems and complaints.
• Identify team members’ development needs and coach, mentor, or otherwise help them improve their knowledge and skills; ensure fair and equitable treatment.
• Interview and hire supervisors and team members with appropriate skills in a timely manner to meet operational needs.
• Attend and facilitate hotel-required meetings and training.

Benefits

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health insurance available after 30 days of employment for full-time team members
• Dental insurance available after 30 days of employment for full-time team members
• Vision insurance available after 30 days of employment for full-time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed